What You'll Do:
The Customer Support Specialist is at the core of service delivery for the Support organization. You will be accountable for interacting daily with customers across a variety of communication means (phone, email, web, chat), while managing a fluid support case workload. Playing a role as a trusted advocate, you will utilize strong relationship-building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills you will research incoming production issues, assess customer tutorial needs and answer a diverse array of product inquiries. You will be responsible for monitoring their caseload with a sense of urgency to ensure established service levels are satisfied while delivering timely responses/expectations to customers. Lastly, this role will often work with customers to review/gather business requirements in advance of directing various configuration changes.
- Maintains high-level of customer satisfaction (CSAT) handling customer-facing support inquiries via all communication channels comprised of product questions, production issues, and configuration requests
- Effectively translates customer needs/problems into solutions or internal support plans of action
- Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
- Manages difficult customer situations (i.e. - escalations) that require base knowledge of products, internal systems, and customer-facing applications
- Identifies production issue trends and manages appropriately within leadership escalation path
- Maintains continual awareness of new products as they are introduced
- Consistently documents support cases in Salesforce and updates knowledge base when applicable
What You'll Bring:
- Proven experience in a technical support role, preferably within a SaaS company or related industry - 2+ Years preferred
- Strong technical skillset including a demonstrated understanding of software technologies, web functionality, troubleshooting, and data file processing
- Ability to utilize CRM technology to document and manage customer support issues
- Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)
- Critical thinker with the ability to interface with various internal support partners to derive solutions
- Active listener who seeks to understand the root cause of issues and understand the "why" behind the issue
- Strong verbal (building relationships) and written (documenting answers) customer engagement skills
- Persistent work ethic with a positive, team player mentality
- Proven capability to apply or learn SQL techniques is a plus
- Bachelor's Degree preferred
- Working on EU / US shift hours (Eastern / Mountain Time)
