Customer Success Specialist

General InformationChat 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 existsDocument support tickets in Jira and follow up with the resolutionElevate 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 AdministrationDocument feature requests in JiraFollow 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 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.BenefitsRemote WorkPaid Time Off

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Customer Success Specialist

Customer Success Specialist


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

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