What are the responsibilities and job description for the Customer Support Specialist position at SingleOps?
The reason behind the role...
Reporting to the Customer Support Manager, we are looking for 2 Customer Support Specialists to be a part of our growing team. Because our software is mission-critical to our customers, our technical support is too. When our customers need help, they often need it quickly, and it makes a real impact on their business. As the first line of communication between our customers and the company, the primary responsibility of this role will be fielding and managing questions and app related issues from customers. This person will need to exercise the ability to continuously problem solve, train others, and work closely with other teams to improve the product and overall customer experience.
You will...
- Field SingleOps Tier 1 customer inquiries by way of phone, email, chat, and our ticketing system.
- Directly troubleshoot customer issues and resolve by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to developing support processes. Your input will ultimately add value for our customers.
- Apply technical writing skills in contributing to SingleOps knowledgebase (e.g. FAQs, Training Material, Internal Documentation).
- Empathize with customers by taking ownership and reassuring that you will resolve their issues in a thorough, thoughtful, and timely manner.
- Work cross-functionally with other members within the organization
- Have the opportunity to grow your career and pursue other opportunities within SingleOps (i.e. Implementation, Customer Success, QA, etc).
You have...
- A bachelor’s or equivalent experience in lieu of degree
- Previous experience in a high-stress technical support/customer service role
- Previous experience using various support tools (i.e. ticketing system, email, phone, chat, etc.)
- Analytical mindset with strong researching and problem-solving skills
- Applicable technical writing skills
- The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
- The ability to multitask and prioritize trouble tickets as they come in
- Clear and concise communication skills
A few ways to stand out, but not required…
- Previous experience in a high growth SaaS startup
- Experience with small businesses or field management (landscaping, tree service, arborists, HVAC, home maintenance, etc)
- Previous experience in chat support
- Previous experience moderating user communities
Additional Information
- Must be available on rotational weekends
- You can work remotely