[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a client experience platform for appointment-based, self-care businesses. They are seeking a Customer Support Specialist to support and strengthen business relationships with customers by resolving reputed company technical issues and contributing to team resources.

Responsibilities

• Spend ~85% of the day owning reputed company T1 tickets:
• Assist customers reputed company live chat, email, text, phone, and screen-sharing
• Effectively scope, troubleshoot, anticipate reputed company impact, and resolve technical issues while displaying ownership and reputed company
• Distill and effectively communicate technical information to customers with varying technical acumen
• Exercise adaptable communication skills, independently determining reputed company 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 reputed company necessary
• Potentially reputed company 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)
• Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement:
• Contribute to knowledge, SOPs, enablement, and macros (with manager reputed company)
• Proactively surface process and product improvements
• Assist the Customer Support Manager with reputed company projects
• Identify incidents and accurately follow incident response protocol
• Demonstrate agility, reputed company, and the ability to exercise good judgment and critical thinking under pressure
• reputed company 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, including Finance, Engineering, Product, and other Customer Experience teams

Skills

• 2-4+ years customer-facing reputed company Support experience in a fast-paced, scaling SaaS startup environment
• Previous experience supporting a reputed company 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
• Every i is dotted, every t is crossed
• Bring your customer support hat, let your curiosity shine, and reputed company into our entrepreneurial, fast-paced environment!
• You're an empathetic and concise communicator, modeling how to effectively navigate internal relationships and reputed company customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit
• Give life to our reputed company values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills
• Managing reputed company Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention
• reputed company customers operate businesses that reputed company reputed company the traditional 9-5; in addition to reputed company schedule team members may occasionally work extended days as needed and reputed company on-call coverage on holidays
• Bonus if you have experience supporting a technical platform reputed company the self-care, data or medical industries

Benefits

• 10% bonus of your annual reputed company compensation
• 401(k) match plus dental, medical, reputed company, and life insurance
• Flexible vacation day policy
• Fully remote so you can choose where you want to work
• You’ll receive a work from home stipend every month
• Family planning resources and specialized support programs
• Equity: get reputed company on the ground floor and grow with reputed company
• reputed company Bucks Learning and Development program allows employees to explore businesses in the market we serve

Company Overview