Support Specialist, E-commerce (Fandango and GolfNow brands)

VERSANT is expanding our Ecommerce Support Team. Our team demonstrates a passion for proactively providing customer resolution, effectively troubleshooting, and excellent customer service. If you share these passions, in addition, to being in a high-energy, fast-paced culture, this is the job for you. 

Job Duties 

• Efficiently handles escalated cases and communicate additional escalations as needed. 
• Effectively review all details pertaining to cases and actively investigate customers' needs through questioning and proactive listening skills. 
• Provide excellent customer service through multiple channels (email, web, mobile, social, phone). 
• Demonstrate product knowledge by using available tools and systems when responding to inquiries. 
• Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and timely service. 
• Connecting with customers to capture their feedback to improve our customer experience. 
• Able to remain flexible and energetic during high-stress times. 
• Research, address, track, and close all customer related queries, managing high priority issues by working with cross-functional teams. 
• Contribute to knowledge database, FAQs, and other customer documentation. 

Basic Requirements 

• Detail-oriented and precise communication skills 
• Able to be self-motivated and have good time-management in a fast-paced working environment 
• Strong typing and writing skills 
• Strong active-listening and deductive logic skills 
• Able to use multiple tools/systems simultaneously 
• High energy and engaging personality with the ability to convey patience and calmness in stressful situations 
• Strong troubleshooting skills and the ability to problem solve complex technical issues. 
• Ability to translate technical information to a non-technical customer. 

Desired Characteristics 

• Strong knowledge with home networking (ISPs, modems, routers, firewalls, etc.), internet-enabled living room devices (Smart TVs, Xbox, PlayStation, streaming devices such as Chromecast, Roku), home computers (hardware, software, flash, and various operating systems), home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTVs), and mobile platforms (iOS, Android). 
• Experience in Salesforce or other CRM systems 
• Experience in Amazon Connect call center software 
• Familiar with Metrics/KPI reporting utilizing a variety of software 
• Experience in working with and/or managing a team, directly or indirectly 
• Outstanding customer service skills and dedication to providing exceptional customer care 

Additional Job Requirements 

• Must be willing to work in Orlando, FL 
• Hybrid: This position has been designated as hybrid, generally contributing from the Orlando office a minimum of three days per week. 
• Must be willing to work on weekends. 
• Willingness to work overtime, if needed 

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, 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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.