Customer Support Specialist

Role Overview

• Actively address customer inquiries, updates, and support issues via phone, email, and remote virtual meetings.
• Serve as an expert across multiple products to promptly identify solutions for customer requests, routing tasks within project management software and across departments to ensure efficient and high-quality project execution.
• Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and/or network issues.
• Ensure end users’ software and hardware are performing and continue to perform correctly.
• Quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients.
• Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
• Provide other assistance as needed in support of the company’s efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.

Requirements

• Exceptional written and verbal communication skills: explain complex technical issues in a clear, concise, and easy-to-understand way.
• Time management and organization skills: prioritize and manage your time effectively to ensure prompt resolution.
• Critical thinking and problem solving skills: analyze the customer's issue, ask the right questions, and think through a solution.
• Customer empathy: remain patient, with a positive attitude, and focus on providing a helpful, supportive experience.
• Technical troubleshooting: diagnose and resolve a wide range of issues, including hardware, software, and network problems.
• Product knowledge: become an expert on all of the company's products to effectively guide customers and identify solutions.
• Familiarity with support software: proficiency with customer relationship management (CRM) and ticket management systems like Salesforce or Zendesk is a significant plus.
• Quality assurance: test and review a solution before confirming it with a client.
• Generative AI: AI assistants, and automation platforms to enhance personal and team productivity. Comfortable with supervising AI-generated outputs, ensuring accuracy in reports, communications, and logistical planning
• Adaptability: can learn new information quickly and adjust with new information. The tech landscape and product information can change quickly.
• Teamwork: can work independently, you will also need to collaborate with other departments, routing tasks, and working together to ensure a smooth resolution for the customer.

Benefits

• 100% coverage of employee’s health, dental and vision insurance with basic plan
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401(k) match up to 4 percent
• Annual stipend for personal growth through our Grow475 program
• On-site amenities including a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge