Customer Support Specialist

5 days ago


Norwich, Connecticut, United States Glassbox Ltd Full time
About the Role

Glassbox Ltd is seeking a highly skilled Customer Support Manager to join our Support team. As a world leader in digital experience analytics, we're on a mission to deliver frictionless digital journeys to brands and their customers worldwide.

We're a hyper-growth scale-up that has recently acquired a strong player in the CX field, SessionCam, and just IPOd in June. This is an exciting time to join our team and help us accelerate our global leadership position.

Key Responsibilities
  1. Creating and configuring product trials, pilots, and full client setups for all new enterprise clients and online paying clients.
  2. Providing first-line product, service, and technical support to clients.
  3. Ensuring client accounts are running as planned throughout their contract.
  4. Supporting clients to help them get the greatest possible benefits from their investment in Glassbox.
  5. Working with the Sales teams to prepare Proof of Value demonstrations of Glassbox on potential clients' websites.
  6. Training clients to use Glassbox normally via screen share, occasionally face-to-face for some UK clients.
  7. Proactively ensuring SessionCam continues to work well for clients, and identifying potential issues and areas for deeper integration between Glassbox and clients.
  8. Providing first-line and second-line support to clients, via webchat, email, or phone.
Requirements
  • 1+ years of Customer Support experience, preferably in software or SaaS.
  • Written and verbal communication skills to interact with clients from various backgrounds, including marketing, sales, e-commerce, digital, finance, or technical teams.
  • Understanding of the technical side of website build to engage in conversations with clients and initial high-level diagnosis of problems.
  • Multitasking and attention to detail, as configuration of accounts must be accurate and correct.


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