Job Description
ServiceBridge is a SaaS platform that helps field service companies run their operations. As a Customer Success Specialist, you will be an integral part of the customer 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 phone, chat, and email
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
Previous support experience with SaaS software
Previous customer service experience
A genuine interest and enjoyment in technology
Passion for and confidence in talking to customers all day, every day
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
Great problem-solving skills
Goal-oriented self-starter
Excited to contribute to a team
Adept at time management
Comfort with a fast-paced environment
Bonus Points
Familiarity of web and mobile technologies (HTML, CSS, JavaScript, APIs, etc.)
Experience with live chat and phone support
Familiarity with Intercom, Zendesk, and Jira
Basic understanding of general accounting principles (credits, debts, invoices, payments, taxes, etc.)
Benefits
A development-focused international company with a variety of challenging and compelling projects
Opportunity to grow in an informal style of communication and management environment that is constantly looking for great team players and leaders
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
Four 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