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Solutions Desk Associate

Oh My Green

Oh My Green

IT
Burlingame, CA, USA
Posted on Thursday, August 13, 2020

Description

Solutions Desk Associate

Reporting to the Manager, the Solutions Desk Associate will help with the moderation of Solutions Desk channels and tickets. Solutions Desk is primarily a national, premium customer service organization. It is a help desk, a customer success team, an account management team, an equipment troubleshooting team, and a tech support group all rolled into one! In addition, by working with team members to determine themes and commonalities among queries, this role helps to identify gaps within process and build training and reference documentation.

As part of the Process Innovation group, the goal of this team is to serve our customers - both internal and external - and work through process improvements to support scale. Ultimately, we seek to find sustainable solutions to operational challenges in service, quality, and training as they relate to the fulfillment center, account operations, account management, and other departments at Oh My Green.

We’re looking for someone who:

  • Is keen to get to know Oh My Green’s departments, leaders, and processes
  • Loves collecting, organizing, and sharing knowledge
  • Loves customer service and relationship building
  • Is a clear, direct, organized writer and communicator
  • Feels confident speaking up when they see something wrong or inefficient
  • Can inspire, coordinate with, and learn from our leaders as a means to improve overall work quality

The Role:

  • Use live chat and email to interface with Oh My Green team members in the field and client office managers
  • Facilitate troubleshooting as needed
  • Place orders and make product recommendations as needed
  • Log, prioritize and resolve help desk tickets in accordance with company policy
  • Follow appropriate escalation channels and efforts
  • Tag tickets appropriately so that accurate data can be collected and utilized for process evaluation
  • Collaborate with teammates to develop a streamlined workflow that provides timely, accurate answers in as few interactions as possible
  • Contribute to training and reference materials and methods to help improve on-boarding, retention, and success of employees in OMG’s operational departments
  • Ad Hoc projects and other duties, by collaborating with your peers and other departments to further efforts related to your ticket themes
  • Work with your team on a daily basis to brainstorm and tackle issues in creative ways
  • Communicate in an overall informative and respectful manner

Qualifications:

  • Comfortable using communication systems such as Slack, Zendesk and Gmail
  • Strong communication skills and ability to communicate clearly, succinctly, and respectfully with all levels in an organization
  • Must be comfortable using and learning new applications and technology
  • Excellent customer service skills, including staying calm and professional under pressure
  • Ability to explain complex systems, ideas, technology, etc to end users with varying degrees of domain knowledge
  • Superb problem solving and analytical skills
  • Thoughtful, detail-oriented, and resourceful
  • Ability to think fast and solve problems quickly and efficiently without compromising quality or service
  • Operates well under pressure, maintaining composure, professionalism, and a service mindset
  • Retail or other customer facing experience is a plus

Location: Burlingame, CA


About Us:

Our mission is to empower people to live healthy and blissful lives. We bring delicious and nutritious drinks and snacks to people where they spend a majority of their lives - at work! We seek out the healthiest and tastiest foods to ensure that our customers are happier, healthier and more productive. This is a perfect way to get your foot into the door at a fast growing startup company.

Our cultural values are FORCE (fun, open, respectful, collaborative, and excellent). If you are passionate about your health, organic food, nutrition and wellness and are looking for a fast-paced, fun place to work with a vibrant culture, we want you to join our team!

Full benefits are available for all positions including:

  • Oh My Green Pays for 95% of Individual monthly contributions for the Medical base plan
  • 100% for Dental and Vision Individual base plans
  • Short and long-term disability, life insurance
  • 401k program with matching
  • Generous time off accruals
  • Meditation encouraged
  • Occasional wellness events