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Client Support Specialist

1 month ago

Austin, United States CareerPlug Full time
Benefits:
  • 401(k) matching
  • Competitive salary
  • Dental insurance
  • Donation matching
  • Health insurance
  • Home office stipend
  • Paid time off
  • Wellness resources
Be a key contributor to an exciting software company

CareerPlug provides innovative recruiting and HR software for over 16,000 growing companies. Our applicant tracking and paperless onboarding platforms help companies make better hires and have the right people to build a successful business.

We believe that people are the heart of our business and are committed to building one of the best workplaces in Austin. That means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members, and living our core values daily.

CareerPlug is proud to be an equal-opportunity employer committed to fostering a diverse team. Our leadership takes responsibility for creating a safe and welcoming environment built on inclusion and respect for all.

Who are we looking for?

The Client Support Specialist is a core member of CareerPlug's tight-knit and highly productive Hiring Experts team, working directly with our Client Support & Consultant Managers. Our team is growing as rapidly as our client base, and we are currently looking for top talent to join our team. The ideal candidate has a background in software customer support and has a passion for assisting clients on the phone, over email, and on video calls. Experience working in a software (SaaS) company is preferred, even better if you're great at navigating a remote work environment.

Specific Responsibilities:
  • Provide frontline support for clients:
    • Incoming Phone support
    • Scheduled Zoom Call Support
    • Email support
    • Triaging/setting up consultative calls for Hiring Experts (Consultants)
  • Meet individual and team metrics (SLAs, CSAT, % of volume worked, quality scores)
  • Help each client to adopt the product by explaining features and troubleshooting
  • Escalate wisely to Consultants, Tier 2, or managers
  • Stays on top of communication and team/company updates through proactive, clear, and honest communication via Slack, emails, and meetings
  • Our current available shift is from 10:15 to 7:15pm CST.
Benefits:
  • Employer Paid Health Insurance
  • Dental & Vision Insurance
  • 401(K) Employer Match
  • Unlimited PTO (with minimums)
  • One week pre-start date PTO
  • 100% Employer Matched Donations
  • Home Office and Internet Stipend
  • Professional Development
  • Team & Social Events
Successful candidates will possess the following skills and qualifications:
  • Tech savvy - experience with software/ SaaS
  • Problem-solving through creative troubleshooting and resourcefulness
  • Support driven - thrives on helping clients and troubleshooting product issues
  • High attention to detail
  • Excellent communication: Active listening skills and ability to read between the lines to paraphrase issues and quickly identify root causes
  • Ability to utilize and navigate multiple tools and tasks simultaneously
  • Growth mindset: Proactively seeks opportunities to improve, is coachable, and able to take and implement feedback

A note on COVID-19 & Remote Work: As of March 2020, our Austin-based team has been working fully remotely. We have transitioned to a company forever. This role may be filled by either an Austin resident or as a fully remote role for any U.S.-based candidate.

Compensation: $57,000 base salary plus a potential bonus of $2,500 paid out quarterly.

CareerPlug believes in equitable and transparent compensation practices. All our employees have access to what every role pays at the company. We post compensation on all our job postings. In order to ensure equitability and fairness for candidates and current employees, we always lead at our best and don't negotiate offers

CareerPlug is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. CareerPlug is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

To request a reasonable accommodation, applicants should communicate a request when contacted for an interview. All requests should be sent to accommodations@careerplug.com.

This is a remote position.

Compensation: $57,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, (including family medical history), political affiliation, military service, or any other characteristic protected by law.

To request a reasonable accommodation, applicants should communicate a request when contacted for an interview. All requests should be sent to accommodations@careerplug.com.

Who We Are

CareerPlug's purpose is to empower people to reach their potential. We do that in part by making it easier for our clients to hire and develop the right people. Our proven process allows us to work with over 16,000 growing small businesses. Our applicant tracking and onboarding platforms are designed with user experience in mind: from candidates to hiring managers to leaders.

It Starts With Our People

We believe that people are the heart of our business and are committed to building one of the best places to workanywhere To us, that means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members (we even have a as a dedicated employee resource), and living our core values every day.

CareerPlug is proud to be an equal opportunity employer committed to fostering a diverse team. Our leadership takes responsibility for creating a safe and welcoming environment built on inclusion and respect for all (our full DEI statement is ). Read more about what our employees have to say on our where we were also featured as one of .

Remote First

CareerPlug made the decision to be a Remote First company, forever, in the summer of 2020 after working remotely for months because of COVID-19. We know the heart of our business is wherever our employees workfrom our space in Austin, to a home office on Lake Michigan, to an outfitted van exploring the American West (true story).

Anti-Racism Commitment

"My humanity is bound up in yours, for we can only be human together."
-Desmond Tutu

We have a fierce commitment to at CareerPlug. It's what shapes our culture and community, and shows up in a resolve to be inclusive, and therefore, anti-racist.

We know that racism can be intentional or unintentional, but its existence is dehumanizing to everyone it touches. Our promise is to purposefully identify, discuss, and challenge issues of systemic racism and unconscious bias and the impacts they have on our company and our people. We've always fostered a culture of communicating openly, but we know we can continue to do better. We will challenge ourselves to understand and correct inequities and create a "best place to work" for every employee.

We choose to participate in this conversation and affirm our identity as an anti-racist company. We hope you will join us.