Our customers are central to our business and we are looking for a support superstar who can support the entire post-sales relationship, including engaging with customers and developing ongoing relationships. In this role, you’ll communicate with customers to facilitate the responsive and effective resolution of customer issues and questions. You’ll diagnose platform bugs and escalate within the organization, create FAQs for a better customer experience, and approach all problems with a customer-first mentality. The Support Specialist will utilize Zendesk for interacting with customers.
RESPONSIBILITIES:
- Interact with incoming client requests promptly to ensure responsiveness to customers on all issues and questions
- Gather basic case information and supporting documentation per defined policy and procedures
- Learn and understand the terminology and common customer issues across the product suite
- Collaborate with others to streamline responsiveness from ticket receipt through closure
- Work with other teams within the organizations to route cases efficiently, following up to ensure customer cases are assigned appropriately and the customer is informed of any updates
- Provide excellent customer service in all interactions with customers, treating them with respect and empathy in a productive value-added manner
- Review and feel comfortable with each client’s workflow and consistently provide value to the client by demonstrating an understanding of how they work
- Follow all policies, procedures, and expectations as communicated by the leadership team to ensure world-class support is delivered
- Perform other duties as assigned to meet the requirements of our business or our customers
REQUIREMENTS:
- Bachelor of Arts or Bachelor of Science
- Experience configuring and working within Zendesk and Hubspot is preferred
- One to two years of experience in customer support, preferably in the media or SaaS space
- Excellent interpersonal and written/verbal communication skills
- Hyper-organized with proven ability to manage multiple tickets in various stages of triage
- Passion for technology and for being a part of a fast-growing SaaS company
- Excellent customer service orientation, balancing customer and company priorities
- Ability to quickly capture and effectively summarize information from customers
- Time management and prioritization skills
- Critical thinking skills in applying prioritization to problem tickets in a triage support environment
- Ability to synthesize and author customer-facing articles
- Ability to manage conflict and work effectively with customers in high-pressure situations
- Results-driven and personally accountable
- Empathetic and patient with clients
