Customer Support Specialist

Role Overview

• Managing inbound customer calls, emails and chats and adhere to defined SLA standards.
• Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing).
• Troubleshoot customer requests to validate and determine proper next steps.
• Train customers on product functionality.
• Facilitate and communicate known bugs with other team members.
• Input, document and update support cases in CRM application and other internal applications.
• Manage outbound customer follow-up activities for case closure.
• Help grow and improve customer satisfaction scores.
• Maintain inventory snacks and sodas, replenish and order, as needed.
• Ensure delivered packages are properly distributed to the correct personnel.
• Assist with office event set-up and break-down.
• Stock & Clean refrigerator.
• Assistance with cultural events, packaging, shipping, labeling and sorting.

Requirements

• 1+ years of SaaS based Customer Support
• Excellent oral and written communication skills
• Strong computer proficiency
• The ability to work independently and as a team member
• The ability to work well in an evolving and collaborative team environment
• Comfortable with repetitive and routine tasks
• HubSpot, Salesforce, CRM experience a plus
• Associates or Bachelors degree preferred

Benefits

• An excellent benefit package, including medical, dental, vision and life insurance.
• 401(k) plan with company match.
• Open time-off policy.
• Awesome culture where you will be empowered, make an impact, and learn a ton.