Customer Service Representative

Job Description

Responsibilities
• Provide direct support to customers.
• Respond to phone, email, and chat inquiries concerning all Fandango services.
• Monitor social media and prove swift responses to queries and escalations.
• Research, address, track, and close all customer-related queries, managing high-priority issues by working with cross-functional teams.
• Contribute to knowledge database, FAQs, and other customer documentation.
• Document and log all customer contacts/queries into Kustomer. Create and manage JIRA tickets for service or platform bugs.

Qualifications/Requirements
• Excellent email and phone etiquette skills including innate attention to correct grammar and spelling.
• Strong troubleshooting skills and the ability to problem-solve complex technical issues.
• Ability to translate technical information to a non-technical customer.
• Previous technical support experience with end-users.

Desired Characteristics
• Genuine interest in helping people daily, while not letting issues frustrate you. Customer service and experience come first.
• Strong knowledge of home networking (ISPs, modems, routers, firewalls, etc.), internet-enabled living room devices (Smart TVs, Xbox, PlayStation, streaming devices such as Chromecast, Roku), home computers (hardware, software, flash, and various operating systems), home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTVs), and mobile platforms (iOS, Android).
• Ability to prioritize and handle multiple technical issues in a timely and professional manner.
• You can dig in and be hands-on in learning about Fandango. (There's a lot to figure out, so being naturally curious about things will be very helpful.)

Jobcode: Reference SBJ-gp0130-3-148-236-97-42 in your application.