Customer Support Representive

TAP Series (View All Jobs)
Westlake Village, CA 91362

TAP Series is located in Westlake Village with a fast-growing team and a culture to develop solutions with best practices. Our culture is team-oriented, detail-oriented, quality and precision-focused, outcome-oriented, and results-focused. Our products are used by Fortune 500 companies, universities, colleges, government, military, and individual students.

What we are seeking:

We are a growing company and seeking a new candidate to join our customer service team. This is a part-time position in our Westlake Village office where you will be collaborating with creative individuals to help continue to push the company forward. The Customer Service position will answer customer questions and assist with product improvement. The role requires the ability to multi-task, analyze data, and provide excellent customer support. Our culture is team-oriented, detail-oriented, quality and precision-focused, outcome-oriented, and results-focused with a strong performance culture.

This person will be responsible for providing support through written and verbal communications. This person must have excellent written communication skills and the ability to think on their feet when speaking with customers.

  • Please note that the schedule may fluctuate per the team's needs, but we are specifically hiring for a specific shift on specific days.
  • Employees are required to maintain social distancing and wear masks. Personal protective equipment is provided.

Due to COVID-19, we offer only remote interviews.

TAP Series is committed to a diverse and inclusive workplace. TAP Series is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

What you'll do:

  • Provide daily support to users, answering questions, analyzing problems, and forming solutions via phone, email, and live chat. Approximately will be 50% handling inbound support, 10% handling outbound support, 40% testing, writing instructions, and other needs.
  • Work with a variety of departments in escalating and solving issues our customers may have with our app, or its members. 
  • Track issues through our ticket system and ensure prompt resolution.
  • Improve client references by writing and maintaining the company's knowledge base.
  • Develop training documents and troubleshoot procedures to help both support personnel and end-users interact properly with the app and members.
  • Assist in the product reviews, customer relations documents and other such responsibilities as needed.

What we're looking for:

  •  Experience in a customer support, help desk or computer science background.
  • Excellent written communication with a go-getting attitude.
  • Customer service orientation and experience.
  • Ability to set priorities, problem-solve, multi-task, and work independently.
  • Resourcefulness, self-sufficiency, and a desire to learn are essential.
  • Excited about this role and the opportunity to impact a growing company.

Would be a plus:

Experience with a CRM system, such as HubSpot, Salesforce, or Zendesk

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