Mobile Consumer Support Agent [United States]

 Remote (Onsite for training & 1x per quarter – Schaumburg, IL)
Sunday – Thursday 9AM – 5:30PM

TouchTunes is the world's largest in-venue interactive music and entertainment platform, with our connected jukeboxes featured in over 65,000 locations globally. Our music experience inspires emotional connections in shared spaces, enhancing the way people interact with each other and their environment. Millions of songs are played daily across the TouchTunes network, with our popular mobile app driving the vast majority of plays.

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We are seeking a Mobile Consumer Support Agent specializing in chat and email support to provide exceptional, solution-oriented assistance to our app-based jukebox users. This role requires a strong focus on problem-solving, interpersonal communication, and a deep understanding of our product to ensure a seamless and satisfying user experience.

Day to Day:

• Respond to customer inquiries via chat and email in a timely, professional, and courteous manner, ensuring customer satisfaction and maintaining our high standards of support.
• Identify, assess, and troubleshoot customer issues related to the mobile app, account management, and jukebox services, providing accurate and prompt solutions.
• Keep up-to-date with product updates, features, and enhancements to provide informed guidance to customers and address their concerns effectively.
• Utilize effective communication skills to empathize with customers, understand their needs, and tailor your responses accordingly.
• Document customer interactions and resolutions in the designated customer support tool, maintaining accurate records for future reference.
• Collect and report customer feedback, suggestions, and concerns to the management team, helping to drive continuous improvement of our services.
• Collaborate with team members to share knowledge, learn best practices, and contribute to a supportive and cohesive customer service environment.
• Attend regular training sessions, team meetings, and performance evaluations to enhance your skills and stay informed on company policies and procedures.
• Escalate complex or unresolved issues to the appropriate team members, following the proper escalation process and ensuring a seamless customer experience.
• Contribute to the development and maintenance of customer support resources, such as FAQs, knowledge base articles, and training materials.
• Meet or exceed established performance metrics, such as response times, resolution rates, and customer satisfaction scores.
• Assist with the onboarding of new customer service representatives, offering guidance, mentorship, and support as needed.
• Perform additional duties and responsibilities as assigned by management, adapting to changing business needs and priorities.

Your Profile:

• High school diploma or equivalent
• Strategic thinker with a “Customer First” focus
• Excellent verbal and written communication skills, ability to type accurately at 40 WPM
• MS Office Suite including Excel
• Ability to adapt to various customer personalities
• Strong sense of urgency, ability to multi-task, and problem solve
• Dependability, resilience, and a strong sense of responsibility
• Ability to meet strict internal and external timelines & milestones
• Prior experience in a customer service environment a plus
• Capacity to work independently and part of a team

Perks:

• Working in a culture that likes to drive constant innovation
• Competitive insurance packages (health, dental, vision)
• Unlimited sick time
• Pet insurance
• Competitive 401K package with company match
• Hybrid working environment
• Access to Udemy for unlimited training programs
• WorkLifeWell, provider of on-demand behavioral health management including wellness classes, workshops and yoga.
• Pre-tax benefits: Commuter, Dependent Care FSA etc.

Work Requirements:

• In an effort to protect our fellow employees, their families and our customers, TouchTunes requires all employees working onsite to receive the COVID-19 vaccination with exemptions only for limited reasons required by law
• Must be authorized to work in the United States
• Must be willing to come to the office 2-3x weekly for training (3 weeks) and then 1x per quarter

TouchTunes is an Equal Employment Opportunity / Affirmative Action employer. TouchTunes provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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