Customer Support Specialist

4 weeks ago

Baltimore, Maryland, United States Infinity Full time
Key Responsibilities
  • Support Portfolio Management: Be accountable for all support cases for US customers and be the first point of escalation should they require anything to be expedited. Joint ownership of US customers portfolios, supporting CSMs where needed to enable an accurate setup and configuration based on set objectives.
  • Regular Audits and Reporting: Carry out regular audits for your portfolio of customers and report back to CSM's where necessary. Document all updates and findings against each customer within Infinity's internal systems.
  • Technical Expertise: Maintain an advanced level understanding of the Infinity interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers.
  • Time Management and Prioritization: Manage your time efficiently to prioritize complex support queries in a high-pressured environment. Main responsibilities include managing day to day general workload and other Support queues in accordance with departmental SLA's.
  • Communication and Customer Engagement: Be confident on the phone and able to engage with all levels of contacts within the client accounts. Ability to handle complex and challenging conversations.
  • Commercial Awareness and Billing: Show commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing of US accounts each month.
  • Positive Feedback and Reputation: Be active in gaining constant positive feedback in forums, such as the Google Apps Gallery, maintaining the company's high Net Promoter Score. One of the team's USP is our very helpful and efficient Support Team.
  • Offsite Meetings and Note-taking: Attend offsite face-to-face meetings where required to help assist CSM's and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems.
  • Department Representation: Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity.
  • Additional Support and Process Improvement: Provide additional ad hoc support to the Customer Experience department as and when required, such as help writing training content, produce process documents etc. Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team.
Requirements
  • Education: AA/BA desirable
  • Experience: 1+ years of customer service experience
  • Skills: Experience in B2B software or call tracking preferred but not required. Customer focused individual who is self-motivated. Ability to build strong trusted relationships. Strong time management and prioritization skills. Ability to use own initiative and think 'outside the box'. Excellent telephone manner, with strong written and oral communication skills. Takes on ownership and accountability. Proven experience in providing help desk support, customer service or account management, and sales. Knowledge of most standard desktop software applications e.g. G Suite: sheets, docs, gmail, and MS Office suite. Experience with using Salesforce would be advantageous but not required.
  • Travel: Able to travel to the UK on occasion

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