Customer Service Support Representative

Who We Are

At MIRA Safety we value one thing above all else:

Uncompromising protection.

This isn’t just a design philosophy, it’s our driving purpose. As one of the industry leading manufacturers of personal protective equipment, we pride ourselves in being one of the few companies to provide the same level of uncompromising quality of gas masks, filters, hazmat suits, and survival equipment for working professionals as we do for the average civilian.

Based out of the beautiful city of Austin, TX, MIRA Safety creates products that are purpose built to shield users from the worst chemical, biological, radiological, and nuclear threats (CBRN) in the world. Whether our customers are law enforcement officers, military operators, first responders, agriculture workers, or concerned citizens, we provide durable and exemplary products to all.

Put in simpler terms: We are in the business of saving lives. And that means everyone from all walks of life deserve the best possible chance at survival.

Join the Team

Looking for a workplace that actually cares about what you bring to the table?

Here at MIRA Safety, we are equally as committed to serving our customers as we are our employees. Team members are given the tools, training, and education to not only understand our complex industry but to succeed in it.

MIRA’s culture is defined by an open minded, progressive and collaborative environment in which clear and attainable goals are set on an individual basis. Utilizing a transparent system of accountability, all discussions allow for productive input from everyone and are not set up for the sake of formalities.

That’s right, that means no more “meetings that could have just been an email!” Coupled with a competitive pay structure, medical and dental benefits, as well as yearly bonuses, we’ll make sure you’re taken care of.

MIRA Safety is a fast-growing company focused not only on delivering outstanding products and services to its customers but also in creating a great place to work.

Here are the responsibilities for this role:

-Answer customer emails.
-Edit customer orders, if and where needed.
-Answer Gorgias chat requests, and support tickets.
-Support the administrative team with various day to day tasks (virtual assistant).

What you are accountable for:

Manage large amounts of inbound and outbound calls in a timely manner;
Follow communication scripts when handling different topics;
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;
Trouble-shoot support and product cases;
Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service;
Provide an exceptional customer experience;
Facilitate customer engagement and success;
Apprises the sales and customer service teams of any problems that may develop regarding an order;
Ensures the continuance of strong customer relations and adheres with company policies and goals;
Acquires, maintains, and continues to develop and expand the base of personal knowledge of all products lines;
Conveys a highly professional image resulting in increased customer confidence;
Ability to work under pressure and meet deadlines, while maintaining a positive attitude;
Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices;
Ability to multitask and prioritize;
Ability to thrive in a fast-paced environment with frequently shifting priorities;
Ability to maintain regular, punctual attendance consistent with company policy ;
Must be able to comply with safety standards and best practices;
Perform other duties as assigned.

Requirements:
A minimum of 2 years of customer service experience, with heavy emphasis on virtual/phone support, technical product troubleshooting and issue resolution.
Tactical gear market experience or at a minimum, a strong interest.
Software and database knowledge and experience, i.e., Microsoft Office, Google products, etc.
Excellent customer service delivery – demonstrated empathy, patience and understanding in stressful customer situations – ability to put the customer at ease