Customer Support Specialist
New
B
BoulevardSelf-care
Remote - USA, Monday-Friday, 9-6 ESTFull-TimeJunior
SalaryAt least 31.25 USD per hour
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Job Details
- Experience
- 2-4+ years
- Required Skills
- Problem SolvingCritical thinkingEmpathyReportingTroubleshootingData management
Requirements
- 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment
- Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools
- Well-versed in incident response at the Tier 1 Support level
- Joy for details: Every i is dotted, every t is crossed
- Let’s-do-this energy
- High EQ: empathetic and concise communicator, modeling how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit
- Outstanding customer rapport: personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills
- Patience, Positivity, Problem solving: bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention
- Flexibility: ability to occasionally work extended days as needed and provide on-call coverage on holidays
Responsibilities
- Spend ~85% of the day owning complex T1 tickets
- Assist customers via live chat, email, text, phone, and screen-sharing
- Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy
- Distill and effectively communicate technical information to customers with varying technical acumen
- Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case
- De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary
- Potentially flex into other T1 ticket queues as needed based on volume fluctuations
- Spend ~10% on meetings and administrative tasks
- Spend ~5% on personal development and up-skilling (as time allows)
- Contribute to knowledge, SOPs, enablement, and macros (with manager oversight)
- Proactively surface process and product improvements
- Assist the Customer Support Manager with ad hoc projects
- Identify incidents and accurately follow incident response protocol
- Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
- Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
- Build relationships and collaborate effectively with your immediate remote team and cross-functional partners
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