Customer Operations & Support Specialist

View full description

Requirements:

• 1-3 years of SaaS Customer Support experience required.
• Must speak and write in fluent English.
• Must be able and willing to work from 8am-5pm Pacific Time.
• Articulate, effective written and verbal communication skills.
• Prior experience with Zendesk, Salesforce, Jira or equivalent Support and CRM platforms.
• Positivity, empathy, and patience when working through customer issues.
• Strong time management skills and experience/interest in remote teams.
• Creative problem solver who can work autonomously and asks for help when needed.
• Desire to learn in a dynamic startup environment and grow a career for the long term.

Responsibilities:

• Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution.
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures.
• Create new and update existing knowledge base articles and setup guides.
• Master the Fieldwire Product to create and deliver custom administrator and end user trainings to successfully onboard new customers.
• Help run cross-functional projects and process improvements with various teams.
• Gather and report on customer feedback trends to improve the product and customer experience.
• Own, iterate, and scale our account operations program, configuring custom contracts and performing back office tasks.