Customer Support Specialist
2 weeks ago
We empower our customers with useful data to make actionable business decisions.
Job OverviewAs a Customer Support Specialist, you will support clients of various scale and function on our SaaS product. You will work in tandem with the Operations team to provide the best support and solutions for our clients' needs.
Responsibilities- Customer Interaction: Answer incoming calls, live chats, and emails, providing prompt and accurate technical support and training.
- 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.
- Education: Bachelor's degree preferred.
- Expertise: Minimum of 1 year in a client-facing, technical support role, preferably within a SaaS environment.
- 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.
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