Customer Support Specialist

1-2 years of customer service experience Prior experience with chat / support software–i.e. Intercom/Zendesk/Salesforce. Problem-solving skills BA/BS preferred and have a minimum of 1-3+ years of industry experience in B2B SaaS businesses, accounting professional services, training or education or customer support. Great communication skills to be able to explain complex concepts clearly and efficiently and give consultative advice to help customers grow their performance. Experience/passion for enabling businesses to grow and succeed. Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support customers. Professional spoken and written English (fluency in other major languages is a plus but not required).

Provide support to customers in the form of video & technical chat support. Training on the Karbon platform to drive client satisfaction. Ensure that considerable value is realized by the customer on the platform in the first 90 days after sale. Drive growth in existing customers after 90 days of the sale by ensuring they are fully able to use all of Karbon’s functionality by promoting awareness and adoption of the product. Increase the participation in free service offerings such as the Getting Started & Onboarding webinar series. Acquire and maintain a working knowledge of the value proposition of the platform as well as the existing and future needs of the customer. Assist, as needed, in the completion of customer-facing activities including updating client data, updating support resources, and updating support videos. Solve customers’ problems by building partnerships, driving product/feature adoption, and ensuring customers actualize the value proposition from their investment. Accurately identify risk of customer churn and put value-add actions in place to mitigate possible churn. Champion the voice of the customer internally by giving product feedback to Product/Engineering in an effective manner for improvements and road mapping. Partner with internal stakeholders including but not limited to vertical SME’s, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence. Help expand our global support team and processes.