User Operations Specialist

Helm Services
Baltimore, MD
Jan 04, 2021
Jan 14, 2021
Full Time
Helm Services is seeking a User Operation Specialist to join our team! As part of our growing team, you will be focusing on helping customers navigate Stripe s payment platforms via phone, chat, and email support systems. You will also be keeping up to date on Stripe s processes and product offerings in order to become a subject matter expert. We are looking for people who enjoy speaking with customers all over the world and handling full cycle tickets which includes, reviewing tickets, investigating the details, providing the resolution to the customer via written email communication, outbound call or chat to ensure full understanding and customer satisfaction with the provided resolution. If you thrive working in an ever-changing environment with a growing team- then this position is for you! What We Are Looking For 3-5 years preferred of customer facing experience in technology, finance and/ or gaming 2+ years of college coursework in technology, communications, education, and/ or finance Proficiency in an omnichannel environment consisting of voice, chat and email correspondence Excellent written and verbal communication skills Self-starter excited to take on new challenges and research possible resolutions for tickets on your own Perpetual learner and excited to experiment with new tools, processes, methods, and ideas in an ever-changing environment Proficient with computers and software Passion for the finance industry (a plus!) What You'll Love About Working at Helm Services Great Company Culture: We pride ourselves on working as one team who values each and every employee. We understand the importance of diversity and leveraging our differences to create an inclusive and engaging work environment. We know that our job is never done and harness our energy to aim higher everyday. Health Benefits We offer premium plans for medical, dental, and vision insurance. Paid Time Off Employees receive 21 days paid time off which start accruing on day one of employment plus paid holidays! Work That Stays at Work - Genuine work/life balance served here! Professional Development - We have a robust on-boarding program as well as continuous learning seminars, chats with our Leadership Team, and online resources in order for our employees to continue to grow and learn throughout the year. We also offer lots of room for growth within Helm Services. Start Date: February 3, 2021 Must be willing to work evenings and weekends. Job Requirements: What You'll Be Doing Create a meaningful first impression to customers by providing them with a thorough and prompt resolution regarding customer concerns, questions, or technical issues within agreed upon Service Level Agreement timeframes across a variety of channels such as email, live support, ticketing system, and inbound/ outbound phone calls Effectively articulate complex information to customers of all technical levels Document and report issues and bugs to engineering and product teams Troubleshoot and resolve product issues and concerns Escalate complex issues and/or high priority issues to our escalated accounts department Identify and document inaccuracies which raise red flags that require intervention and follow-up Support other associates by sharing best practices and reviewing tickets to ensure we have a similar tone across a variety of tickets Collaborate with team members to share knowledge and best practices to help the team succeed