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Customer Support Specialist
2 months ago
About us:
Ecotrak is a facility management software company that connects their customer’s finance, operations, and facility needs into one central software application. We empower our customers with useful data to make actionable business decisions.
Job Overview:
As a Customer Support Specialist, you will support clients of various scale and function (Enterprise, SMB, vendors) on our SaaS product. You will work in tandem with the Operations team to provide the best support and solutions for our clients’ needs. This is a tremendous opportunity for a motivated individual to contribute immediately and take a crucial role in a rapidly growing company.
This position is hybrid. It requires 4 days in office in Irvine, CA with the option to work 1 day remote.
Responsibilities:
Customer Interaction: Answer incoming calls, live chats, and emails, providing prompt and accurate technical support and training. You will focus on delivering complete solutions to common and complex inquiries, ensuring an industry-leading response time.
Collaboration: Share insights with the Customer Success, Product, Marketing, and Sales teams to improve product functionality and customer satisfaction.
Documentation: Contribute to the development and revision of help documentation, including FAQs, How-To guides, and instructional videos, to enhance our self-service resources.
Lead Generation: Assist in identifying and vetting potential new clients. Route sales prospect inquiries to the appropriate Sales Development Representatives efficiently.
Product Knowledge: Develop deep knowledge of our customer’s common usage and challenges they encounter when using our product
Issue Escalation: Escalate complex support issues to Tier-2 support, providing detailed information to ensure quick resolution and maintain customer trust.
Requirements:
Education: Bachelor’s degree preferred
Expertise: Minimum of 1 year in a client-facing, technical support role, preferably within a SaaS environment. (Vendor relation knowledge a plus)
Skills:
Excellent verbal and written communication skills
Strong Problem-solving skills and the ability to adapt and learn quickly
Proficiency with CRM software (i.e. Intercom, Zendesk, JIRA)
General proficiency with Word, Excel, PowerPoint, and Google web-applications
Characteristics:
Customer-first and friendly with the ability to remain calm and focused under pressure
Confident, proactive self-starter who is extremely organized and goal driven
