Job Description
As a Customer Support Specialist, you will be an integral part of the support experience for ServiceBridge customers. You will handle all inbound support requests and act as the single point of contact for the customer until the issue is resolved. You will become an expert in the ServiceBridge product and work with the development team to resolve customer issues. You will also help maintain the product support documentation.
Responsibilities
Handle inbound customer support tickets received by email, chat, and phone
Own the customer relationship from initial contact to issue resolution
Work with product development to track issue resolutions and product customizations
Support customer on-boarding and activation
Become an expert in the product
Create and maintain product support documentation
Requirements
A genuine interest and enjoyment in technology
Passion for talking to customers all day, every day
Great problem-solving skills
Previous customer service experience
Adept at time management
A professional, empathetic, patient, and confident written and verbal communication style
The ability to translate complex, technical information to non-technical users
Ambition, eagerness and the will to learn and improve upon your own skills
Comfort with a fast-paced environment
Bonus Points
Previous troubleshooting experience in a software environment
Familiarity with Intercom, Zendesk and Jira
An understanding of SaaS software
Familiarity of web and mobile technologies (HTML, CSS, JavaScript, APIs, etc.)
Basic understanding of general accounting principles (credits, debts, invoices, payments, taxes, etc.)
Benefits
A development focused international company with variety of challenging and compelling projects
Opportunity to grow in informal style of communication and management environment that is constantly looking for great team players and leaders to take
A chance to work with the top talent professionals and award-winning teams
Participation in professional improvement seminars
Competitive salary and performance-based bonuses
Health, dental, life, vision, and long-term disability insurance
Three weeks paid vacation plus standard United States holidays
401(k) plan
Maternity/Paternity benefit
Gym membership
Team building events, Friday lunches and stocked kitchen
Employee referral bonus program