Customer Support Specialist

2 weeks ago


Denver, Colorado, United States Formstack Full time
About the Role

The Customer Support Specialist will be a key member of our Forms support team, providing exceptional support to our customers via various channels. This role requires a proactive and empathetic individual who can effectively communicate customer needs within Formstack to reduce friction points.

Key Responsibilities
  • Learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support
  • Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support
  • Work in a fast-paced environment and meet and exceed service standards in ticket volume, CSAT, and quality metrics
  • Assist in keeping knowledge resources up-to-date and create written and/or video documentation
  • Participate in product development by sharing customer feedback and unique perspectives as a Formstack expert
Requirements
  • 1-2 years of Customer Support experience in a moderately technical environment or 3 years delivering high-touch, communication-heavy support in a non-technical environment
  • Proactive, resourceful, and empathetic individual
  • Able to work successfully with minimal oversight and tackle complex issues
  • Good time-management skills and willingness to learn and handle change well
Bonus Points
  • Knowledge/experience in online forms, basic programming (HTML, CSS, JavaScript), and SaaS experience

Salary: $45,000 - $50,000 a year



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