Senior Customer Support Specialist

4 weeks ago

New York, New York, United States Nayya Full time
Job Title: Senior Customer Support Analyst

About Nayya

Nayya is a rapidly growing startup that's revolutionizing the benefits experience for employees. We're on a mission to make benefits more transparent, less confusing, and empowering for individuals to control their health and financial potential.

Job Summary

We're seeking a highly skilled Senior Customer Support Analyst to join our dynamic team. As a key member of our support operations, you'll play a pivotal role in ensuring our customers receive exceptional support for their technical issues. You'll become an expert in our products, handle high-tier customer support requests, create and maintain technical documentation, and develop processes to enhance our support operations.

Key Responsibilities:

  • Customer-Facing Support: Serve as the primary point of contact for high-priority or complex technical issues, providing expert troubleshooting and resolution. Manage and resolve escalations from lower-tier support teams, ensuring timely and effective resolutions.
  • Technical Writing: Create and maintain comprehensive technical documentation, including user guides, knowledge base articles, and troubleshooting procedures for Customer Support.
  • Process Development: Be proactive and identify areas for improvement or optimization.
  • CRM Management: Utilize CRM systems such as Zendesk to track, manage, and resolve support tickets. Configure and customize CRM tools to improve support operations and reporting.
  • Team Leadership: Be a role model by providing guidance and support to lower-tier support staff, including mentoring and training. Foster a collaborative and supportive team environment.

Qualifications:

  • Bachelor's degree required
  • Experience working in SaaS. Healthcare, benefits-related field a plus but not required
  • 2-3 years of experience in customer support or technical support positions, with a strong background in customer-facing support and technical troubleshooting.
  • Expertise in CRM systems (Zendesk, Salesforce)
  • Excellent technical writing skills, with the ability to create clear and concise documentation.
  • Strong analytical and problem-solving skills, with the ability to develop and implement process improvements.
  • Exceptional communication and interpersonal skills, with a customer-focused approach.

Why Nayya?

  • Be an early employee of a quickly growing, VC-backed start-up - grow with us
  • Have a meaningful impact on a platform that is scaling very rapidly
  • Contribute to a values-based culture with an emphasis on empowerment and autonomy
  • Work in a highly collaborative, cross-functional environment
  • Benefits include: Competitive pay, employer-paid healthcare, stock options

Nayya is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

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