LogMeIn

  • Resolutions Representative

    Job Locations US-UT-Lindon
    Category
    Customer Experience (CX)
  • Overview

    When things don't go as expected, our elite Resolutions Team will assist in rebuilding and maintaining trusting relationships with our customers. Your role as a Resolutions specialist is two-fold: (1) You will use previously learned conflict resolution techniques to listen, de-escalate, and resolve concerns brought up by customers; (2) You will conduct cross-functional analysis of events spanning the entirety of a customer’s lifetime at Jive and will use your problem solving skills to identify gaps in our services towards the end of improving our client’s overall experience.

    This is an opportunity to shape the company's goals moving forward. You will set the bar higher for your team and the company, and help build an exceptional Resolutions Team. 

    Responsibilities

    • You will be a key player in raising the retention rate and Net Promoter Score (NPS) by:
      • Becoming the customer's voice and advocate
      • Working with Jive's internal departments in a collaborative effort to provide a one-stop shop for resolutions
      • Utilizing available resources to research causes for escalations 
      • Analyzing and improving current processes and practices
      • Exceeding customers' expectations 
      • Demonstrating the ability to work in stressful situations

    Qualifications

    • 2+ years Customer Support experience
    • Conflict resolution experience REQUIRED
    • Clear and effective communication during stressful situations is a must 

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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