Customer Support Specialist

Our customer success specialists provide all tiers of support across all of our products. The questions we get from our users are usually interesting and challenging, and there are several avenues for promotion for employees who are motivated and performant.

Job Description

We’re looking for someone who is passionate about supporting customers, and interested in working for an agile, growing software company. The perfect fit is someone who is a problem solver, and is both capable of and interested in getting to the heart of customer problems in order to find ways we can improve our software. Ideally, you have a technical background, yet are able to explain complex concepts in a user-friendly manner, and you are patient with all types of user questions. Our company is high energy and is highly focused on user-driven feature development, so the support team is on the front lines of understanding how customers use our product and what needs improvement.

Job Duties

• Attract potential customers by answering product and service questions
• Set up customer accounts:
  • Enter account information
  • Assist with initial customer data entry
  • Provide application walkthrough
  • Provide basic tutorials
• Resolve product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintains the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
• Recommends potential products or services to management by collecting customer information and analyzing customer needs
• Assists in documenting support issues and creating application usage guides

Required Skills and Qualifications

Intermediate Excel skills (comfortable with using formulas), customer service, quality-focused, problem solving, documentation skills, excellent spoken and written communication skills, listening, analyzing information, multitasking

Preferred Skills and Qualifications

SaaS (software-as-a-service) experience, computer science background, experience scripting or programming with APIs, understanding of relational databases, PHP / HTML / CSS / Javascript experience

A few things you'll want to know:

What does ServiceTrade do?

ServiceTrade makes web and mobile SaaS applications for commercial service contractors. Our customers provide inspection, maintenance, and repair services to commercial and industrial facilities to keep them safe, fully operational, and compliant. ServiceTrade began in 2012 and now serves more than 800 commercial service contractors that manage more than 12,000 skilled technicians across the US and Canada.

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up - that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our Meet the Team page.

What kind of benefits do you offer?

• Paid vacation, paid holidays, and paid sick days
• 401(k) with up to 2% employer match
• Health, vision, and dental insurance
• Optional supplemental insurance policies for things like accidents, injuries, hospitalizations, or cancer diagnosis and treatment
• Life insurance, AD&D, and long- and short-term care policies
• FSA and DCFSA - pre-tax flexible spending accounts

Want to know more?

Go ahead and apply! Let’s get to know each other.

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