Support Specialist I

Company Description

Order.co is a guided B2B marketplace with a mission to simplify buying for businesses. Order.co makes it easy for businesses to place and track purchases across all their vendors, control spend, and make payments in a single, consolidated bill. Tailored insights and purchasing recommendations fuel smarter spending decisions so businesses can easily save time and money on what they need to grow.

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion in annualized spend across hundreds of customers like WeWork, SoulCycle, Lume, and High-Level Health. Order.co has raised $50M in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn.

See growth from a new perspective, when everything is in Order.co. 

Job Description

We are seeking a highly motivated support specialist. As a Support Specialist I at Order.co, your primary responsibility is to deliver high-quality customer support by efficiently triaging issues and resolving problems in a timely manner. We value individuals who take ownership of customer concerns and are committed to seeing them through until a satisfactory resolution is achieved. In this role, you will need to work quickly and multitask effectively. We seek dedicated individuals who are genuinely passionate about assisting customers.

What you’ll do

Your key responsibilities as a Support Specialist I at Order.co include:

• Providing prompt and professional customer support: You will handle a high volume of phone calls, emails, and chats from Order.co customers & vendors. You will be responsible for responding to customer inquiries, complaints, and requests for assistance. Your goal is to provide timely and effective solutions to ensure customer satisfaction.

• Troubleshooting and problem-solving: You will utilize your problem-solving skills to identify and resolve customer issues. This may involve investigating technical problems, offering guidance on product usage, or escalating complex issues to the appropriate team.

• Communicating effectively: You will need strong communication skills to interact with customers in a clear, concise, and empathetic manner. You should be able to explain complex concepts or technical information in a way that is easy for customers to understand.

• Managing customer expectations: It is important to set realistic expectations for customers regarding issue resolution times and keep them informed throughout the support process. You should be proactive in providing updates and maintaining open lines of communication.

• Documenting and tracking customer interactions: Accurate record-keeping is essential to ensure continuity and enable effective follow-up. You will be responsible for documenting customer interactions, including the details of the issue and the steps taken to resolve it.

• Collaborating with internal teams: As a Support Specialist I, you will work closely with other teams within Order.co, such as Account Management, Operations and Product to relay customer feedback, report bugs, and contribute to ongoing improvements in customer experience.

• Continuously improving customer support processes: We encourage a culture of learning and improvement. You will have opportunities to identify areas for enhancement in customer support processes and suggest ideas to optimize workflows and enhance customer satisfaction.

Qualifications

What you bring to the table

As a Support Specialist I at Order.co, the following skills will be valuable for you to excel in your role:

• Strong communication skills: You should possess excellent verbal and written communication skills to effectively interact with customers. Clear and empathetic communication is essential for understanding customer issues and conveying solutions in a way that customers can understand.

• Problem-solving abilities: You will encounter various customer issues, and the ability to analyze problems, identify root causes, and propose appropriate solutions is crucial. Strong problem-solving skills will help you efficiently troubleshoot and resolve customer concerns.

• Customer-centric mindset: Demonstrating a genuine desire to help customers and a commitment to providing exceptional service is essential. You should have a customer-centric mindset and strive to meet and exceed customer expectations. You should be able to remain calm and empathize with customers' situations, showing understanding and reassurance throughout the support process.

• Multitasking and time management: As a Support Specialist I, you will often have to handle multiple customer inquiries simultaneously. Strong multitasking skills and effective time management are essential. 

• Attention to detail: Paying close attention to detail is crucial for accurately documenting customer interactions, tracking issues, and following up on resolutions. It ensures that nothing falls through the cracks and helps maintain high-quality customer support.

• Teamwork and collaboration: Being able to work well in a team, collaborate effectively, and provide valuable feedback and insights will contribute to the overall success of the customer support function.

• Adaptability and willingness to learn: Customer support needs can vary, and new challenges may arise. Being adaptable and open to learning new tools, technologies, and processes will help you stay effective and provide up-to-date support to customers.

• Resilience and stress management: Customer support can sometimes be demanding and stressful. Being resilient and adopting effective stress management techniques are needed to  maintain a high level of customer service, even during challenging situations.

Bonus points if you have

• 1+ years of customer support or related experience, especially in a SaaS, e-commerce or startup environment.

• Experience working with CRMs such as Zendesk.

Additional Information

What you’ll receive

• A competitive compensation package including stock options

• Robust medical, dental, vision, and wellness benefits

• Flexible time off policies

• Employer-sponsored 401(k)

• The anticipated pay range for this role is $20 - $23 per hour. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.

Order.co is an equal-opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law.