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Customer Support Specialist

Customer Support Specialist

New
F
FMXSaaS Facility Management
The candidate for this position can be located anywhere in the US.Full-TimeMiddle
SalaryThe base salary range for this position is expected to be $52,000. There is also bonus potential. On target earnings for this role is expected to be $55,000.
Apply NowOpens the employer's application page

Job Details

Experience
1-3 years
Required Skills
Microsoft ExcelTime ManagementSaaSGoogle WorkspaceZendeskTroubleshootingCustomer support

Requirements

  • 1-3 years of experience in Customer Support, SaaS, or a related role
  • BS/BA degree is preferred
  • Background in customer support and/or IT helpdesk is a major plus
  • Proven ability to analyze, troubleshoot, document, and resolve complex technical issues
  • Experience handling a high volume of support cases while meeting established SLAs
  • Exceptional written and verbal communication skills
  • Proven experience working in a deadline-driven environment
  • Comfortable leading training sessions with end-users with varying technical knowledge
  • High attention to detail and strong time management/organizational skills
  • Proficiency in Zendesk, Microsoft Excel, G Suite, and Planhat
  • Willingness to travel a few times a year

Responsibilities

  • Manage a high volume of inbound support tickets, phone calls, and live chat messages
  • Answer product-related questions and inquiries in great detail
  • Investigate, troubleshoot, document, and resolve technical issues
  • Adhere to customer support SLAs for response and resolution times
  • Coordinate and lead end-user training sessions
  • Fulfill FMX site configuration projects and adhere to completion timelines
  • Maintain a high-level of customer satisfaction through professional and courteous service
  • Provide product support for the implementation and retention teams as needed
  • Develop internal and customer-facing documentation
  • Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow
View Full Description & ApplyYou'll be redirected to the employer's site
The base salary range for this position is expected to be $52,000. There is also bonus potential. On target earnings for this role is expected to be $55,000.
Apply Now