Chat Support Specialist

Chat Support Specialist

Company Overview

ClickBid empowers charitable organizations to achieve their fundraising goals through a powerful blend of talent and technology. Guided by our core values Honesty, Dependability, Growth, and Teamwork, we act with integrity, keep our commitments, and continuously seek innovative ways to support our clients' success. Our passion lies in helping nonprofits make meaningful impacts in their communities, offering a platform that is both simple and reliable. With a focus on "Crazy Simple Software," transparent pricing, and responsive, human support, ClickBid has built a reputation for partnership and trust. Our proven process from discussion and alignment to ongoing support ensures every customer experiences a seamless, successful journey toward stronger donor relationships and greater fundraising results.

Position Overview

As a Chat Support Specialist in our Software-as-a-Service (SaaS) company, you will be responsible for providing exceptional service and technical support to our active customers through live-chat. You will assist users as they seek out answers and directions about configuring their event(s), reporting, account status, and all other general questions. In the role, you support ClickBid's account managers as they build and maintain long-term relationships with customers. You'll act as a trusted chat advisor helping clients get the most value from our platform while delivering training, guidance, and responsive support. This role requires excellent communication skills, technical knowledge, and the ability to multi-task in a fast-paced environment. On a rotating basis, all members of the Account Management team, including the chat specialist, are expected to participate in after-hours on-call support (minimum required with additional pay).

Key Responsibilities

Customer Support: Develop, strengthen, and grow long-term customer relationships. During Business Hours: interact with customers via live chat to address their inquiries, troubleshoot technical issues, and provide solutions in a timely and professional manner.

Technical Troubleshooting: Diagnose and resolve technical problems customers encounter while using our software, escalating more complex issues to the appropriate internal stakeholders when necessary.

Product Knowledge: Develop a deep understanding of our SaaS product and its features to effectively assist customers and provide accurate information.

Documentation: Create and update support documentation, including FAQs and knowledge base articles, to help customers find answers to common questions and issues.

Issue Tracking: Utilize HubSpot, our ticketing system, to log and track customer interactions, ensuring that all inquiries are properly documented and resolved.

Customer Feedback: Gather customer feedback, identify trends or recurring issues, and provide valuable insights to the product development and quality assurance teams.

Continuous Improvement: Proactively identify areas for process improvement and contribute to the development of best practices to enhance the customer support experience.

Collaboration: Collaborate with cross-functional teams such as sales, marketing, and product development to relay customer feedback, report bugs, and contribute to the overall improvement of the product and customer experience.

Manage After-Hours (AI) Chat Support: Enable after-hours chat on/off; Monitor support interactions to ensure accurate and complete answers and resources are being provided. Complete monthly reporting of after hours activity.

On-Call Remote Support: You will be required to join our On-Call Support team. This is where we offer support to customers outside of our standard business hours periodically, with advance notice and for additional compensation for each on-call assignment. Members of this team sign up quarterly for on-call shifts, ensuring a mix of weekday and weekend coverage throughout the quarter.

Provide On-Site Support: It is highly encouraged for all team members to occasionally attend our customer's events offering support and/or training during the event. For most members of our team, this happens 1-2 times per year. Additional compensation is offered for on-site support including reimbursement for travel and lodging, if applicable.

AMT Team Responsibilities:

ClickBid's Account Management team is a unique work environment. You will be an important part of the team. We strive to think and act with each other in a positive and collaborative way. While each member of the team has their unique responsibilities, we truly operate as a team with a "You Before Me" mindset. Here are the core responsibilities as part of this team.

• Participate in team meetings and offer team support as needed. Learn about ClickBid's EOS operating model.
• Contribute ideas and feedback to improve the platform and customer experience.
• Act as a communication channel for customers related to existing platform features and be the voice of our customers as CB considers future product development.
• Own Chat metrics and KPIs: You will be responsible for driving critical numbers and accountability related to customer satisfaction for chat support.
• Participate in ongoing learning related to new platform releases.
• In coordination with Account Managers, help our customers be aware of new releases and actively help them begin using new features.

Essential Skills & Qualities

Experience: Prior experience in a customer support or technical support role, preferably in a SaaS or technology company.

Communication Skills: Excellent written and verbal communication skills with the ability to convey technical information to customers in a clear and understandable manner.

Problem-Solving Abilities: Strong analytical and problem-solving skills to diagnose and resolve technical issues effectively.

Technical Aptitude: Familiarity with SaaS products, basic web technologies, and troubleshooting methodologies. Ability to learn and understand complex software applications quickly.

Empathy and Patience: Empathetic and patient approach to providing support to customers, with the ability to handle challenging or frustrated customers professionally.

Multitasking: Strong organizational skills and the ability to handle multiple customer chats simultaneously while maintaining attention to detail.

Customer-Focused: Dedication to delivering exceptional customer service and ensuring customer satisfaction.

Team Player: Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.

Adaptability: Flexibility to work in a fast-paced and evolving startup environment, adapting to changing priorities and customer needs.

Availability: Willingness to assist with remote support outside of office hours.

Schedule & Compensation

Job Type: Full-time

Schedule: Monday to Friday, 9:00-5:00 PM EST

Location: Norton Shores, Michigan with the potential for hybrid-remote after training

Compensation:

• $18.00 Base Pay
• Eligible for quarterly performance bonus (after waiting period)
• On-call support pay (additional)
• On-site support/training pay (additional)

Perks & Benefits

Perks:

• Progressive and supportive work environment
• Paid holidays (per company policy)
• Remote Work Schedule

Benefits:

• 401(k) with an employer match
• Health insurance
• Dental insurance
• Vision insurance
• HSA Plan with Payroll Deduction
• Paid time off
• Employee Wellness Program