Enterprise Support Specialist
New
REMOTE within the United States of AmericaFull-TimeMiddle
Salary60-65k
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Job Details
- Required Skills
- Project ManagementMicrosoft ExcelSaaSGoogle SheetsZendesk
Requirements
- Previous B2B support experience in SaaS and/or fintech.
- Proficiency in Excel and Google Sheets.
- Excellent verbal and written communication skills.
- Demonstrated ability to identify, troubleshoot, and propose solutions to problems.
- Coachable nature with an openness to feedback.
- Project management experience (preferred).
- Experience with Zendesk support software (preferred).
Responsibilities
- Coordinate solutions for customers by troubleshooting technical issues, providing educational guidance, and maintaining a feedback loop to support customer retention.
- Investigate and resolve technical issues stemming from integrations.
- Triage, escalate, and partner with teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution.
- Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
- Analyze the customer experience to identify areas for product and operational improvement.
- Provide phone support and conduct customer callbacks.
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