As a Client Support Specialist you will be responsible for managing support cases for our Engage-only customers. You will be responding to inquiries and questions quickly and thoroughly. You will also be responsible for escalating potential bugs and breaking issues to direct management for further review and resolution. The successful candidate will have excellent phone rapport, demonstrate advanced problem-solving skills, and will be able to communicate clearly and professionally via email and chat support applications.
While a Support Specialist’s responsibilities are related to the inbound inquiries from various accounts – because the questions can fall in many different categories (product, engineering, hardware ops, etc) – a Support Specialist is expected to have proficient communication skills for tackling the versatility of these requests both internally and externally.
What You’ll Do
- Serve as first point-of-contact for existing clients in need of product support.
- Respond and efficiently resolve inbound emails and phone calls.
- Troubleshoot router complexities – leveraging the Hardware Operations Team.
- Share UI/product feedback on enhancements to make for a better user experience.
- Communicate client escalations with support leads when necessary.
- Document and update internal processes using Confluence.
- Audit/update support help center articles when needed.
- Educate customers on product features or additional services to meet their needs.
- Ability to walk customers through product dashboard as well as troubleshooting process.
What You Have
- 1+ years experience in a customer support/customer service role, preferably in SaaS.
- Effective organization and time management skills with the ability to manage multiple
- projects simultaneously and work in high-pressure situations.
- Ability to identify and proactively solve problems.
- Experience using a ticketing system and/or triaging experience a plus.
- Ability to consistently meet and exceed key performance indicators.
- High technical aptitude.
- A positive and flexible attitude for working in a fast-paced team across various functions.
- Self-starter who takes initiative and demonstrates a team player mentality.
- Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred.
- Bachelor’s degree preferred.
Our Values
- Be Committed: Work hard, Own the problem, Learn
- Create Trust: Do what you say, Create trust with our Clients and Colleagues
- Be Bold: Experiment, Speak up, Hope is not a plan
- Deliver High Performance: Prepare, Commit, (over) Deliver
Perks and Benefits
- Excellent and comprehensive health plans (medical (including HSA/FSA and free access to One Medical), dental, vision, 401K)
- Flexible Vacation Policy
- Enhanced Parental Leave Programs
- Organized volunteer events to give back to our community
- Off-sites, events and happy hours
- Work from “Home/where you need” to get a job done
$50,000 – $55,000 a year
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
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