Customer Support Specialist

3 days ago

Dallas, Texas, United States FieldPulse Full time

The FieldPulse Customer Support team is looking for a talented individual with a passion for providing excellent customer support and an interest in technology. This is a unique opportunity for someone who wants to help scale and lead the customer support experience at FieldPulse. You will be the lead for our inbound chat, our customer support phone line, and our customer support email channel. This individual will be both an individual contributor and a player coach. You will also serve as the primary escalation point across all three channels.

You will work directly with our Customer Support Manager in Dallas and partner closely with our remote global support teams. The ideal candidate learns quickly, communicates with empathy, stays patient under pressure, and thrives in a fast paced environment. You should be excited to coach others, handle escalations with grace, and help define what great customer support looks like at FieldPulse. This is an entry level or junior role with meaningful growth potential for someone who enjoys helping people and elevating the customer experience.

Responsibilities

  • Lead Customer Support across chat, phone, and email 
  • Serve as the escalation point for all inbound support channels 
  • Set the example for strong communication, tone, and troubleshooting 
  • Work with the Customer Support Manager to provide light coaching and guidance 
  • Support and collaborate with team members across the globe 
  • Identify and diagnose customer issues and deliver clear, complete resolutions 
  • Navigate challenging conversations with patience and professionalism 
  • Help customers understand how FieldPulse features can support their business 
  • Use judgment to sense the client's mood through empathetic and patient behavior
  • Monitor the service desk ticket queue and provide answers in order to ensure resolution to the client's inquiries
  • Be proactive by picking up the phone and calling the client instead of relying solely on email communication
  • Be responsible for the success of the company as a whole, must work well with others

Qualifications

  • Quick learner with a general comprehension of technology
  • Positive, friendly, and mature work attitude and enthusiasm for achieving excellence
  • Ability to communicate clearly, both verbal and written
  • Demonstrate self-confidence and comfort when communicating by phone
  • Resourcefulness and flexibility
  • Advanced judgment, negotiation, problem-solving skills, and ability to troubleshoot
  • Highly organized, detail-oriented, team-centric, and a keen sense of urgency
  • Efficiency through follow-up and organization
  • Working knowledge of computers and ability to learn new software quickly
  • Thrives in a dynamic environment with growing processes 
  • Self starter who takes initiative 

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