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Digital Product Support - Customer Service

Company: Hibu, Inc.
Location: Cedar Rapids
Posted on: September 23, 2022

Job Description:

*Also hiring Bilingual Spanish/English! What is Hibu (in 60 seconds): - - - Digital Product Support Specialists will receive and attend to incoming phone calls and emails from internal and external customers concerning their Digital Products. Products supported can include Websites, Listings, Reviews and Reputation, Search, Display, SEO and Social. Additionally, DPS Specialists will be responsible for post-live support and modifications that include: billing questions, performance, and analytics, changes to the website site or display/social ads, changes to various Campaigns (Key Word Change, Geo Change, etc.). Primary Responsibilities:

  • Answer incoming calls and/or emails and gather the appropriate amount of information regarding the issue/concern.
  • Helping customers make changes to their Digital Products as requested within the scope of the product definition. Must have a detailed understanding of applications and procedures in order to assess the nature of call type in order to handle appropriately.
  • Research and diagnose technical issues and questions, utilizing available resources, software tools, and documentation.
  • Post live support and modifications that include: billing questions, performance, and analytics, changes to the website site or display/social ads, changes to various Campaigns (Key Word Change, Geo Change, etc.).
  • Document and track customer questions along with resolution using Salesforce CRM.
  • Perform appropriate follow-up with clients on outstanding concerns and Salesforce cases.
  • Liaise with internal and/or external customers to resolve questions regarding modifications, explaining the scope of Hibu Digital Products where applicable.
  • Deals with customers, sales reps, and other associates regarding Hibu Digital Products Competencies / Critical Skills:
    • Knowledgeable in Photoshop and other editing tools
    • Ability to effectively and professionally communicate both verbally and in writing
    • Excellent customer service skills, specifically telephone experience
    • Ability to multi-task
    • Ability to work independently
    • Ability to accept change in a positive manner
    • Exceptional organizational skills
    • Detail-oriented Our Employees We embrace and value diversity in everything we do. This melting pot of differing opinions, perspectives, cultures, and backgrounds energizes the company and fuels our passion to do what's right for our consumers, our clients, and our employees. It drives our entrepreneurial culture, generates new ideas throughout the organization and makes Hibu a better, smarter, rewarding company for those of us fortunate enough to work here. For further information about Hibu, visit www.hibu.com Together, we can take your career farther than you've ever imagined! Apply Today! NOTE: Hibu is an Equal Opportunity Employer, and consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing our job application process. If you need reasonable accommodation and/or are having difficulty completing our online application process due to a disability you may use the following email address applicationaccomodation@hibu.com : Please include your name and contact information and the title of the position you are interested in. Note: this is not for general employment inquiries or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability. In addition, we participate in E-Verify, for more information please click on the following link http://careers.hibu.com/#about-us

Keywords: Hibu, Inc., Cedar Rapids , Digital Product Support - Customer Service, Hospitality & Tourism , Cedar Rapids, Iowa

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