Customer Support Specialist

1 day ago

Williamstown, United States Accountable2You Full time
We're growing and looking for our next Customer Support Specialist to join our team Do you share our passion for accountability, love our core values, enjoy technology, and possess excellent written and spoken communication skills? Read on

What's the starting salary range?

Depending on your customer service and technical support experience, this full-time salaried role offers between $45,000 and $55,000 annually.

What makes the A2U support team different?

We're a support-driven company, which means everything we do at Accountable2You centers around growth through service to our customers. Most companies view customer support as a cost center, a leaky bucket that receives as few resources as possible.

At A2U, we believe that support-driven growth is a wholesome, ethical way to grow a company that centers around meeting needs. Customer Support is central to our business model, essential to our vision, and vital to our shared success.

What does a normal day look like?

As a Customer Support Specialist, you will need to learn the deeper workings of our software as most of our work centers around things our customers encounter: Troubleshooting software issues on various device types, explaining our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS also allow us a wealth of technical topics to learn and master each day.

All of our work is ultimately customer-facing, but we're not a call center, and we're not hiring a so-called "phone jockey." Our Customer Support team handles incoming technical and account-related emails, chats, and social media messages and works together on improving our processes, customer documentation, and learning (and testing) our technology.

Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation.

While many of our customers use our software to keep would-be temptations at bay and confirm their integrity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words - but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.

About you
  • You're an outstanding human. We get it, no one is perfect, yet you possess a strong moral character that loves our core values and affirms Accountable2You's mission and purpose.
  • You believe the struggle is real. You count bondage to pornography and other addictive behavior as serious matters. You're committed to helping people in their journey toward life change.
  • You're experienced in customer support. We're looking for at least 2 years of experience in a customer support role in a SaaS company or a technical support role. Bonus points if written communication between you and your customers comprised over 50% of your interactions.
  • You're familiar with the SaaS industry and technology. We provide extensive training on our products, yet you've already learned several common SaaS tools and support platforms (Google Drive, Slack, Help Scout, Zendesk, etc.). You have the knack for learning the basics of tools you haven't used previously without much guidance. Subscription models, smartphones, apps, and networks are some of the topics we discuss every day. You might not have a technical or business degree, yet complicated troubleshooting and customer management techniques are within your comfort zone.
  • You're a natural communicator. While you don't need to be an extrovert, it does mean that those who know you best would say you thrive in environments that rely upon clear written and spoken communication. You know how to make a customer smile or de-escalate a tense situation. You're actively working on learning new methods of utilizing tone and voice in your customer interactions.
  • You're a resourceful learner and a natural teacher. You're naturally curious and love the art of "asking the better question" that reveals the actual need. You have a well-used list of questions that allow you to dig deeper into confusing situations. You enjoy flexing your resourcefulness by testing ideas and finding answers. You're gifted at reducing complex situations into simple explanations.
  • You're highly empathetic and see things from the other person's point of view. You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you rather than stupid because of a knowledge gap or small mistake. Your teammates trust your ability to "decode the customer."
  • You're eager to grow personally and professionally. Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At A2U, we all view feedback as the means to grow and improve toward excellence. That means we're quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too.
  • You're persistent and love solving problems. There are few easy answers here, and this excites you. Every customer is a real person with bespoke needs and emotional predispositions. Likewise, every device is different and poses unique challenges. You don't quit until you've done the hard work to research and answer the question at hand.
  • You love discovering a better way. Like us, you feel the adage, "faster is better" isn't quite right. Instead, you believe that "better is faster," so you're always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and you're constantly building both.
  • You're a flexible and proactive doer. You don't wait for someone to tell you what to do next. You own your work, and you're always looking for the next opportunity to meet a need, serve customers, or help your team. You know how to highlight a trend or rally your peers to take action. Likewise, you're flexible to help cover our Saturday rotation or other shifts in the future.

Requirements
  • A minimum of two years of experience in a customer support role
  • A genuine delight in serving customers and meeting needs
  • Experience explaining complex concepts with a tone that reflects a kind, honest, and confident clarity
  • Experience in customer support, software support, and technical support, preferably within the SaaS industry
  • Proficient using Google Docs, Zoom, Gmail, and other similar software
  • Experience using Zendesk, Help Scout, or other similar software
  • Comfortable familiarity using project/task management tools like Trello, Basecamp, Wrike, Asana, or other similar software
  • Models collaboration by providing and adopting coworker input
  • Refines defined processes and pursues clarity when next steps are unclear
  • Quick learner who rapidly adapts to change
  • Affirmative, can-do attitude toward tasks and responsibilities
  • A team player who's humble, hungry, and smart
  • Excellent attention to detail and a growth mindset (Tip: 1.25x playback speed )

Bonus points
  • Administration experience in Zendesk, Help Scout, or other similar software
  • Proficient in using project/task management tools like Trello, Basecamp, Wrike, Asana, or other similar software
  • You're already using Accountable2You (or another similar accountability tool)
  • Experience with technical writing or copywriting (support articles, blogs, etc.)

When and where do you work?

This role is office-based in Williamstown, Kentucky, and is not eligible for remote work. Our customer support team's hours of operation cover Monday through Saturday from 8 AM to 5 PM. While not planned currently, we may add additional support operating hours in the future.

We recognize the best talent might not live within commuting distance of our office. We offer a generous relocation package for US-based candidates outside the local area. If you're our top candidate, we'll help you move here

Does this sound like a good fit?

We hire the best fit, but there's a lot more that goes into "best fit" than a laundry list of previous experience.

If you love our mission, values, and model the humble, hungry, smart ethos we aim for at A2U, we encourage you to apply - we'd love to hear from you We respond to all applicants, so you'll definitely hear back from us.

PS - We love cover letters Be sure to include one with your application to let us know why you'd like to work for Accountable2You

PLEASE NOTE: Our emails to you may go to your spam/junk folder if your spam filter is overly aggressive. After submitting your application, please check for our automated confirmation email in your email inbox. If the automated confirmation email doesn't appear in your inbox, please check your spam/junk folder and mark the message as "not spam" or "not junk" to receive our follow-up responses.

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