Customer Support Specialist - ServiceBridge

Chicago, United States

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