1+ years of experience in customer service, client operations, or directly related experience.
Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud.
Prior experience of using and testing APIs, as well as providing customer support on integrations.
Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions.
Prior experience within a software-as-a-service (SaaS) environment is a plus.
Knowledge of SQL and relational databases in general is a plus.
Responsibilities:
Respond to and resolve customer queries through all support channels (including email, chat, phone).
Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals, ensuring consistent communication on status and next steps.
Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity, diagnosing underlying factors, and prescribing a plan of action to address.
Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting.
Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed, while also serving as a channel to the product team for issues.
Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores.
Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer’s pain-points and anticipate client needs in a human, approachable way.