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Customer Service Assistant

This is the perfect opportunity for a junior professional looking to get their foot in the door of the business world. Candidates with interest in customer service, marketing and operations may especially find this position insightful. Surfline/Wavetrak, Inc. is the leading provider of live and predicted marine weather information, editorial content, and consulting services to consumers, businesses, and government agencies worldwide. We are looking for a motivated and engaging part-time employee to help assist our users with product and billing-related customer service inquiries. This part-time position will require approximately 30 hours per week (ideally Monday through Thursday). You will report to Surfline’s Director of Operations and work out of our beachfront headquarters in Huntington Beach.

What You'll Do:

  • Promptly and professionally respond to incoming service requests through our internal ticketing system (Zendesk).
  • Act as the first layer of support via phone, chat, direct tickets for Surfline, FishTrack and Buoyweather users.
  • Collaborate with our Forecast, Product, and Camera Operations departments to resolve user issues. 
  • Guide users through our products and features to ensure they are getting the most out of their experience.
  • Maintain the "voice" of our brand and culture while communicating with users, while being professional, detailed and patient. 

What We're Looking For:

  • You have a strong passion for helping and engaging with people.
  • You have a bias to action - your natural instinct is to make decisions and solve problems.
  • You're able to empathize with customers in a genuine way that lets them know you care about their issues.
  • You're a strong communicator - both verbally and in writing. 
  • You have a strong general understanding of the internet, computers, and software.
  • You have an ability to explain complex issues in simple terms.
  • You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions.

You May Also Have:

  • Experience in a customer service related role.
  • Zendesk or similar ticketing system experience.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
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