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Customer Support Specialist

Posted 2024-10-19

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💎 Seniority level: Middle, 3+ years

📍 Location: Canada, UK, India, PST, EST

🔍 Industry: SaaS

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SalesforceCommunication SkillsAnalytical SkillsCollaboration

Requirements:
  • 3+ years experience in a B2B customer-facing role, including SaaS industry experience.
  • 1+ years experience supporting Salesforce or a Salesforce-integrated product.
  • Strong desire and passion for helping and supporting others.
  • Willingness and ability to adapt shift times occasionally to ensure continuous support coverage.
  • Curious with great detective skills; problem-solving is exciting.
  • Tech-savvy with a strong understanding and eagerness to learn new technologies and tools.
  • Previous exposure to support tools like Zendesk and Jira is a plus.
  • Excellent written and verbal communication skills with attention to detail.
  • Strong organizational skills, calendar management, and prioritization.
  • Ability to multitask and context switch with ease.
Responsibilities:
  • Provide personalized and relevant assistance to all Loopio for Salesforce and Loopiousers (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.
  • Reproduce issues, review logs, and internal resources to debug issues.
  • Deliver viable workarounds and solutions to help customers meet deadlines.
  • Provide both quick and high-quality support to customers via email and phone.
  • Communicate complex information to customers in a simple format.
  • Create and maintain help center resources for customer self-service.
  • Document internal learnings to assist other support team members.
  • Participate in internal training sessions to teach teammates.
  • Partner with the Customer Experience team to deliver value and contribute to retention.
  • Collaborate with Engineering to prioritize software defects.
  • Share customer feedback with Product and Design.
  • Continuously learn about new product features and improvements.
  • Participate in team huddles to share product learnings.
  • Identify trends and proactively suggest team/process/product improvements.
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