**Job Title:** Online Customer Support Specialist
**Company:** Fidelity National Financial
**Location:** Dallas, Texas, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description
Fidelity National Financial is seeking a dedicated and driven **Online Customer Support Specialist** to join our dynamic team in Dallas, Texas. As we continue to enhance our service delivery to customers, we are looking for an independent, detail-oriented professional with excellent analytical and problem-solving skills. This part-time position offers the opportunity to work in a collaborative, global environment, where your contributions will help shape the customer support experience for our clients.
### Key Responsibilities
- **Customer Engagement:** Provide top-tier support across various channels, including chat, email, and social media. Engage with customers to address inquiries, resolve issues, and ensure a satisfying experience.
- **Issue Resolution:** Analyze customer concerns and utilize problem-solving techniques to provide effective solutions. Work independently to troubleshoot issues while maintaining a focus on high-quality service.
- **Documentation:** Maintain accurate records of customer interactions in the CRM system. Document recurring issues and assist in developing FAQs, knowledge base articles, and support documentation for future reference.
- **Collaboration:** Work closely with team members and other departments to communicate customer needs and feedback. Participate in team meetings and share insights to enhance the support process.
- **Continuous Improvement:** Evaluate customer feedback and suggest improvements to enhance service delivery. Identify areas for process improvement and participate in initiatives that drive customer satisfaction.
- **Training Support:** Assist in onboarding new team members by providing training and support on customer service protocols and tools.
- **Performance Metrics:** Monitor and track personal performance metrics to ensure goals and service level agreements are met. Work towards achieving and exceeding individual targets.
### Requirements
**Educational Background:**
- Minimum of 3 years of customer support experience, preferably in an online environment.
- High school diploma required; Associate's or Bachelor's degree in a related field is a plus.
**Personality Traits:**
- Driven: Demonstrates ambition and a strong work ethic, consistently seeking out ways to improve and achieve team goals.
- Independent: Capable of working autonomously, managing time effectively, and prioritizing tasks to ensure timely customer responses.
**Soft Skills:**
- **Analytical Skills:** Strong ability to analyze customer inquiries, identify key issues, and implement appropriate solutions.
- **Problem-Solving Skills:** Resourceful and adept at troubleshooting a variety of complex issues to enhance customer satisfaction.
**Technical Skills:**
- Proficient in using customer relationship management (CRM) software and tools.
- Familiarity with online communication tools and customer support platforms.
**Others:**
- Excellent written and verbal communication skills.
- A positive attitude and a commitment to customer service excellence.
- Ability to work flexible hours, including evenings and weekends as required.
### Benefits
- Paid overtime
- Disability insurance
- Dental insurance
### Working Environment
At Fidelity National Financial, we promote a collaborative and inclusive working environment. You will have the opportunity to work with colleagues from around the globe, fostering a global village mentality that encourages collaboration and shared goals.
### Application Deadline
Please submit your application by **October 10, 2024**.
### Equal Opportunity Statement
Fidelity National Financial is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
