Description
Excited to grow your career at Zendesk?
As a FSS RevOps Customer Support Specialist, you will manage standard billing, customer support, and master data tickets with efficiency, accuracy, and customer focus.
Key Responsibilities
- Respond efficiently to standard customer requests such as master data ticket management, invoice copy requests, credit card issues, digital invoice explanations, refund processing, and account fraud/chargeback cases.
- Ensure all manual triage tasks are completed swiftly and in line with Standard Operating Procedures (SOP) timelines.
- Provide feedback to enhance Intelligent Triaging processes.
- Be ready and amenable to learn, receive training on, and provide omnichannel support,including email, chat, and phone,ensuring customers receive a prompt and professional resolution, regardless of their preferred communication method.
Billing Management
- Accurately process various Revenue Operations (RevOps) tickets related to billing, consistently adhering to company policies and procedures.
- Complete daily tasks with utmost precision and attention to detail.
Ticket Re-assignment
- Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure.
Complex Issue Escalation
- Exercise good judgment to identify urgent or complex cases beyond current documentation.
- Efficiently escalate unclear or ambiguous situations to the Sr. Analyst for further examination and necessary documentation creation.
Stakeholder Collaboration
- Engage with customers and stakeholders to capture requirements and offer effective, customer-centric solutions.
Performance Management
- Maintain a strong customer-outcome focus by delivering accurate, timely, empathetic, and effective resolutions that support strong CSAT and tNPS results.
- Monitor and manage personal performance metrics, ensuring all tickets are resolved within established Service Level Agreements (SLAs).
Continuous Improvement
- Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices.
Interdepartmental Coordination
- Build and nurture positive working relationships with various functional teams to promote seamless, cross-functional operations.
Non-Negotiable Culture & Operational Expectations
- Provide weekend support or shift coverage during peak operational windows, end-of-month/quarter end, or high-volume spikes as needed.
- Proactive enthusiasm for building team culture,actively attending and participating in team bonding events, team syncs, and culture initiatives, staying fully engaged even within a flexible work arrangement.
- Thrives in a "Human First + High Standard" environment,balancing deep empathy for teammates and customers with an unyielding commitment to operational excellence, accountability, and high-quality deliverables.
Qualifications
- 1–3 years of relevant work experience in customer support, billing operations, or a related field; or an advanced degree with no prior work experience.
- General knowledge of customer support principles, billing operations, and ticketing systems.
- Strong problem-solving, organizational, and collaboration skills.
- Excellent written and verbal communication abilities.
- Attention to detail and commitment to delivering exceptional customer experience.
- Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus, along with the willingness and ability to learn new systems and processes.