Provide best in class support to clients via phone, virtual online meetings and online support ticket system
Supply product information, troubleshoot, follow-up, and resolve with a sense of urgency, positivity and empathy to clients
Consistently provide the highest level of satisfaction by maintaining a CSAT score of 90% or above
Partner with Client Success Managers to continuously improve our clients’ experience
Proactively obtain product feedback and work cross-functionally with Product, Marketing and Sales teams to help develop stronger product features
Become the company’s leading expert in Rethink, Salesforce.com, our partnership ecosystem, and the Commercial Real Estate industry, and serve as an internal resource for all departments
Stay up-to-date on the latest trends of our partner, Salesforce.com, and their product updates
Manage the Zendesk Knowledge Base for ongoing maintenance, identify areas of improvement, guide direction of content, and develop new visual (videos, GIFs, and screenshots) and written articles
Complete on-boarding configurations for new clients
Build relationships with clients, Product and Implementation Partners

Self-motivated, able to work independently and as a part of a team
Service-obsessed: Patient with clients, and high level of urgency to efficiently address client issues and questions
You are tech savvy and enjoy learning new technology
Ability to learn quickly and think creatively in face of new tasks and challenges
Excellent written and verbal skills to communicate complex concepts in a simple manner for various audiences
Proven track record of reaching and exceeding Client/Product Support KPIs
Thrive in a high-growth, fast paced environment and quickly adapt to changing demands
Excellent information management, time management, and organization skills with strong attention to detail
Passionate about Client Success and going above and beyond to make someone's day
Possess a strong desire to be in a start-up culture and willing to go the extra mile

Competitive base salary with company units
Company health benefits coverage and an HSA option
Career development opportunities
Unlimited paid time off and paid holidays
Fun, collaborative and hard-working environment
Open, dog friendly and eco-conscious office space in East Austin
Free parking
Casual attire
Free snacks and refreshments (coffee, Topo Chicos, beer and kombucha on tap)
Quarterly Town Hall off-sites
Opportunity to be involved in Rethink Advisory Board to help guide direction of the company
Team outings and volunteer events

Product Support Specialist, Tier II

Key skills