Customer Support Specialist

3 days ago


Grand Rapids, Michigan, United States Greater Talent Group Full time

About Greater Talent Group

Greater Talent Group is a leading talent acquisition and fractional HR services company that redefines excellence in the industry. Our innovative strategies and collaborative partnerships drive industry-recognized and award-winning corporate cultures.

Job Summary

We are seeking a highly skilled and motivated Customer Support Specialist to join our dynamic team at a Series B SaaS company. As a key member of our support team, you will play a critical role in propelling our organization into its next phase of growth.

Responsibilities

  • Customer Support: Provide prompt, courteous, and accurate support to customers via various channels, taking ownership of building genuine relationships and delivering proactive and helpful assistance.
  • Triage and Prioritize: Triage a wide range of requests, prioritize support issues, and safely courier information to the right team to ensure timely resolution.
  • Process Improvement: Maintain a speedy response time, achieve high service level standards, and continually focus on process improvement to enhance customer satisfaction.
  • Relationship Building: Develop and foster relationships with customers by providing functional and technical support for products, ensuring that customers feel valued and supported.
  • Knowledge Base: Work with your team to maintain and contribute to the knowledge base, ensuring that relevant content can be surfaced easily to support customer inquiries.
  • Methodologies and Processes: Ensure that standard methodologies and processes are used to effectively assess issues and provide adequate solutions, leveraging data analytics and various tools to drive customer value and revenue growth.
  • Collaboration: Work closely with sales support, product, and marketing teams to communicate root causes for customer success or failure and drive requirements for product enhancement and development.
  • Goals and Objectives: Maintain and aspire to exceed team and company goals, including high levels of customer retention and satisfaction.

Requirements

  • Experience: At least 2 years of support experience, preferably in a generalist or technical support position at a SaaS company.
  • Familiarity: Familiarity with ZenDesk or equivalent is a plus.
  • Problem-Solving Skills: Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users.
  • Communication Skills: Excellent communication skills, both verbal and written, with the ability to clearly and concisely articulate technical matters to all customers.
  • Teamwork: Ability to work effectively as a team member, taking initiative and championing new initiatives.
  • Organizational Skills: Strong organizational skills, with the ability to manage time and resources effectively.

Benefits

  • PTO and Sick Leave: 20 days PTO and 5 paid sick leave days.
  • Volunteer Hours: Opportunities for volunteer hours.
  • Equity: Equity opportunities.
  • Wellness Benefit: Wellness benefit.
  • Family Leave Policy: Generous family leave policy.
  • Hybrid Work Environment: Hybrid work environment.
  • Health Insurance: Health, dental, and vision insurance.
  • 401k: 401k with matching.
  • Life Insurance: Life insurance.


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