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Chicago, Illinois, United States
Remote only
AR, AZ, CA, CO, CT, FL, GA, ID, IL, KS, LA, ME, MN, MO, MT, NC, NJ, NV, NY, OK, OR, TN, TX, UT, VA, WA, WI
Please note: This is a remote seasonal role, starting in September through December 2026. Do you possess a sharp eye for design and a passion for turning complex problems into exceptional customer experiences? Are you a fast-thinking problem solver who thrives in a high-energy environment? If you're ready to bridge the gap between creative quality and customer support, read on!
The Role:
As a Print Quality Resolution Assistant, you will work directly with customers to resolve post-print issues and ensure they receive the highest quality product. In this high-energy role, you provide immediate support over live communication channels to identify order issues, troubleshoot design files, and create replacement orders in real-time.
You will serve as a critical, cross-departmental link - acting as a liaison for all incoming quality and replacement order needs, handling the initial triaging steps when a customer reports a problem, providing expert guidance, and ensuring a seamless, fast experience for our customers. Additionally, you will step in to support general customer service tasks during peak seasonal periods.
Every case is unique. Your ability to navigate design files in Adobe Creative Suite while communicating technical concepts empathetically is key to maintaining customer trust. The ideal candidate is a fast-thinking problem solver who thrives in a live environment and is passionate about delivering quality results.
Respond to calls, emails, and chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace.
Act as the primary expert for live contacts (specializing in phone support) and guide the customer through the order replacement process. You will identify root causes, provide immediate solutions, and replace orders in real-time.
Review incoming requests to determine if an issue is an internal error or a customer-driven change. Ensure every case is accurately vetted and documented at the point of intake.
Open and navigate Adobe Illustrator and Photoshop files to diagnose print issues, proofread and edit design files as needed.
Work cross-functionally to ensure a seamless transition for customers moving from general support to the Print Quality queue.
Record detailed technical data within Salesforce to help the team track trends and recurring print/design issues.
Ensure that all replacement order requests are accurately documented and prepped so the Processing Team can fulfill the replacement order without further investigation. Work closely with the Print Quality team to align on best practices and ensure consistency across the team.
You are able to positively and efficiently resolve customer concerns, prioritize multiple tasks in a fast-paced, high-volume environment, and remain calm and focused while troubleshooting errors during live customer interactions.
You excel at explaining product limitations and other issues to customers, turning a "less than perfect" experience into a win.
You believe that quality and accuracy are critical, even when working in a fast-paced environment.
You seek out ways to resolve issues on the first contact and look for opportunities to improve the triage and intake workflows.
You are receptive to change and open to evolving priorities as seasonal volume shifts.
Excellent written and verbal communication skills, with the ability to adjust your tone for live interactions.
Proficiency in Adobe Illustrator, Photoshop, and Acrobat Pro (or similar design, photo, and document editing software); Lightroom is a plus.
The ability to think critically to solve complex print and design problems on the fly.
Experience with Salesforce Lightning and Google Suite.
The ability to work effectively in a remote, team-oriented environment, engaging effortlessly with coworkers and taking feedback well.
Ability to work a schedule that includes at least one weekend day.
