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Customer Support Specialist Tier 2

4 months ago

Irving, United States ChildCareCRM Full time

**Customer Support Specialist Tier 2**

Customer Ops (Support) Irving, Texas Minimum Experience **Mid-level** Primary Purpose and Function:

The CCCRM Support Specialist Tier 2 (SST2) is a senior level Support position responsible for ensuring external customer requests for technical support are responded to and resolved within the defined service level agreement (SLA). This cross-functional role will work with cross functional groups when required in order to identify, research and troubleshoot technical problems to resolution. To meet the requirements of the role, resolutions must be consistently rated above-average satisfaction level by customers. The most successful SST2s will embrace the CCCRM culture, giving 110% effort in retaining customers, building team knowledge and exhibiting a genuine desire to assist and resolve issues. Along with providing excellence in service, the SST2 strives to meet both team and personal goals KPIs.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :

* Resolve cases within defined SLAs and ensure accurate assessment of the cases are documented for reference.

* Demonstrate an expert level knowledge and comprehension of CCCRM products and partner integrations.

* Engage customers via Chat, Tickets, and Phone Conversations to ensure proper and speedy resolutions.

* Accurately document and update customer records and support notes within various software systems.

* Work closely with development team to troubleshoot issues; comfort in writing up stories about bug items through JIRA platform

* Proactively identify and escalate at risk customers to the appropriate CSA or Team Leader.

* Continually strive to improve internal processes by enhancing best practices and proactively identifying areas of improvement.

* Consistently achieve functional monthly, quarterly and annual KPIs.

* Successfully organize work and schedules for maximum efficiency.

* Maintain expert level of product related knowledge.

KNOWLEDGE AND SKILL:

(REQUIRED)

* 3+ years of supporting customers in a SaaS/Software environment

* High level of understanding related to JIRA, Freshdesk, Intercom, and Hubspot, or similar systems

* Proven ability to build relationships with Customers and internal teams

* Demonstrates team-building style and has experience operating in a shared services model with proven ability to work effectively in a team-based environment

* Detailed-oriented with a positive and inquisitive attitude

* Adept at reading and understanding engineering updates and product code release note

* Technical aptitude and ability to identify alternative solutions to issues

* Ability to handle multiple, critical, high priority issues with a sense of urgency while remaining empathetic and customer experience focused.

* Living our culture of growth and opportunity, respecting others, a focus on the customer, going above and beyond and working as a team is essential for your success at ChildCareCRM

(PREFERRED):

* College degree or an equivalent combination of training and experience

* Software as a Service start-up background

* Experience providing outstanding quality success to business customers

* Prior experience with high volume customer support call and ticketing systems

More than a job

Where you work isnt just a career decision -- its a life decision. We get it. Thats why we want all of our Blocks feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

* 18 days of PTO, plus 11 paid holidays. Whether it's hiking a mountain in Colorado or bonding with your couch, we all need downtime.

* Weve got you covered. We offer insurance plans that pay for 100% of your medical, dental, and vision.

* 401K program

* Continuing education. All Blocks get time and reimbursements to spend on professional development.

* Employee Assistance Program. Confidentially speak with qualified professionals that can help you with issues ranging from work/life balance to anxiety and depression. Your immediate family members can also use this resource for free.

ChildCareCRM is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: ChildCareCRM is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. ChildCareCRM will not tolerate discrimination or harassment based on any of these characteristics. ChildCareCRM encourages applicants of all ages.

Location Irving, Texas