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Description
General Information
Chat support is available Mon – Fri, 9 AM – 6:00 PM ET. Phone support is available Mon – Fri, 9 AM – 5 PM EST.
Expectations
The Customer Success Specialist is expected to perform the tasks outlined below.
PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE & EMAIL)
Chat Support Expectations:
- Respond within 2 minutes of customer inquiry, even if it is just acknowledging the customer and asking them to “hold momentarily.”
- Point customers to appropriate Help Articles.
- Provide screenshots and explanations to customers when a Help Article has not been written.
- Listen attentively to customer questions/concerns and respond accordingly to what they need.
- Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible, but an alternative exists
- Document support tickets in Jira and follow up with the resolution
- Elevate customer inquiries to Tier 2 support when necessary.
- Collect necessary information for Tier 2 agents to answer inquiries.
Phone Support Expectations:
- Answer all incoming calls during support hours.
- Provide necessary support and write notes in CRM as needed.
- Respond to support-related voice messages within the same day or next day if the message is left after support hours.
Email Support Expectations:
- Respond within 2 hours to customers sending support inquiries via email.
Internal Administration
- Document feature requests in Jira
- Follow up in email/calls as needed
This is a Remote position.
Employees must have a reliable internet connection.
Tasks will be performed on a company-issued computer, using your personal internet connection.
Pay Rate
$40,000 – $45,000 annually
$40,000 – $45,000 annually
The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.
Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.
Benefits
- Remote Work
- Paid Time Off
