Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.
About The Role
We are seeking a dedicated and enthusiastic Customer Support Agent to join our Customer Support team. In this full-time, hourly position, you will be responsible for providing exceptional assistance to our customers, ensuring their needs are met efficiently and professionally. As the first point of contact, you will play a pivotal role in solving issues, answering questions, and delivering a positive customer experience in English.
What You'll Do
- Respond promptly to customer inquiries via email, phone, or live chat while maintaining professional and friendly communication.
- Identify, investigate, and resolve customer issues, escalating complex challenges to senior team members as needed.
- Maintain accurate records of customer interactions and transactions in our system.
- Provide detailed information about our products and services to support customer decision-making.
- Collaborate with other team members and departments to address customer feedback and improve the support process.
- Stay up-to-date with company policies, product updates, and industry best practices to provide the most accurate information to customers.
- Meet or exceed key performance metrics related to response times, customer satisfaction, and efficiency.
Qualifications
- Fluency in English, with excellent verbal and written communication skills.
- Proven experience in a customer service or customer support role, preferably in a fast-paced environment.
- Strong problem-solving skills with the ability to handle multiple tasks and prioritize effectively.
- Empathetic and patient demeanor when working with customers, coupled with a solution-oriented mindset.
- Proficiency in using customer support tools and software, such as CRM systems, live chat platforms, or ticketing systems.
- Ability to work flexible hours, including evenings or weekends, to meet customer needs.
- A high school diploma or equivalent; additional education or certifications in customer service is a plus.
MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA
The pay range for this role is: 23.12 - 32.18 USD per hour(Remote (St. George, Utah, US))