Customer Support Specialist
1 day ago
About Ecotrak:
We are a facility management software company that connects our customers' finance, operations, and facility needs into one central software application. Our goal is to empower our customers with useful data to make informed business decisions.
Job Overview:
As a Customer Support Specialist at Ecotrak, you will play a crucial role in providing exceptional support to our clients. You will work closely with our Operations team to deliver top-notch support and solutions that meet our clients' needs. This is an excellent opportunity for a motivated individual to contribute to our rapidly growing company and take on a key role in shaping our customer success.
This position is hybrid, requiring 4 days in the office in Irvine, CA, with the option to work 1 day remotely.
Key Responsibilities:
Customer Interaction: Respond to incoming calls, live chats, and emails, providing prompt and accurate technical support and training. You will focus on delivering complete solutions to common and complex inquiries, ensuring an industry-leading response time.
Collaboration: Share insights with our 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 customers' 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.
Requirements:
Education: A Bachelor's degree is preferred.
Expertise: A minimum of 1 year in a client-facing, technical support role, preferably within a SaaS environment. Vendor relation knowledge is a plus.
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:
A customer-first and friendly approach with the ability to remain calm and focused under pressure
A confident, proactive self-starter who is extremely organized and goal-driven
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