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Job Title: Customer App Support Specialist

Location: Minneapolis, MN (Hybrid - 1 day/week onsite)
Pay: $21-$22/hour (parking covered)
Format: Temp-to-Hire

About the Role

Beacon Hill's client in Minneapolis, MN is seeking two Customer App Support Specialists to join their Customer Service team. This role is ideal for individuals who are patient, tech-savvy, and passionate about helping customers-especially older adults-navigate app-based technology and resolve product-related issues.

This is a 2-3 month contract with the potential for permanent hire, offering a hybrid schedule with one day per week onsite. Candidates must be comfortable handling confidential information and navigating sensitive customer concerns with empathy and professionalism.

Must have experience working with a ticketing system in customer service!

Key Responsibilities

• Respond to escalated customer issues, complaints, and inquiries beyond store-level teams
• Handle incoming calls related to customer feedback, invoices, and general product information
• Place outgoing calls to advance or resolve customer concerns
• Guide customers through app setup and troubleshooting, especially for device connectivity
• Manage email, mail, and web inquiries including complaints, thank-you notes, service requests, and contact updates
• Partner with internal stakeholders to resolve issues and facilitate communication
• Verify customer and product information with manufacturers (e.g., serial numbers, warranty status)
• Support closed-loop feedback activities related to customer surveys
• Contribute to process improvement initiatives and reporting
• Assist with special projects as needed

Qualifications

• High School Diploma required; college coursework or equivalent training preferred
• 2+ years of customer service experience preferred
• Experience in problem resolution or public relations is a plus
• Strong verbal and written communication skills
• Patient, empathetic, and committed to customer satisfaction
• Comfortable working with older adults and explaining app-based technology
• Ability to work independently and collaboratively

Technical Skills

• Proficiency in Microsoft Office Suite
• Familiarity with phone systems (e.g., Fuze, Five9)
• Experience with ticketing or workflow systems (e.g., Salesforce, ServiceNow)

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