Support Specialist

Posted 3 months agoViewed

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💎 Seniority level: Middle, 4+ years of SaaS customer support experience

📍 Location: Philippines, Asia/Manila, America/Los_Angeles

🔍 Industry: SaaS (Software as a Service)

🏢 Company: Coefficient👥 11-50💰 $18,000,000 Series A over 2 years agoProductivity Tools SaaS Analytics Software

🗣️ Languages: English

⏳ Experience: 4+ years of SaaS customer support experience

🪄 Skills: SQLDocumentationCustomer support

Requirements:

Minimum 4+ years of SaaS customer support experience.
Intermediate/advanced knowledge of Google Sheets or Excel.
Demonstrated customer empathy and understanding of user experience.
Strong written and verbal communication skills, adaptable to varied methods.
Collaboration skills to contribute to a synergistic work environment.
Strategic problem-solving abilities using multiple resources.
Excellent organization to prioritize high-impact issues first.
Optimism and positive attitude towards challenges.
Calmness under pressure for speedy problem resolution.
Desire to learn and grow, receptive to feedback.
Experience with Zendesk, SQL, Salesforce, HubSpot is a plus.

Responsibilities:

Resolve a high volume of user requests through various support modalities such as email, chat, and messaging.
Investigate and fulfill all tier 1 support requests while communicating directly with users and internal stakeholders.
Collaborate across teams to escalate issues as necessary and navigate ambiguity in one-off issues for exceptional outcomes.
Diagnose problems and propose short- and long-term solutions.
Complete thorough documentation on user requests to provide feedback on processes and trends.
Demonstrate strong written and verbal communication skills while exceeding customer expectations.

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