About our Client: Our client is a high growth NYC Saas startup offering performance and engagement solutions that help companies maximize the value of their employees. They leverage employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification, They are currently building out their NYC Marketing team and offer fantastic office culture, full benefits, matching 401k, and more. They are well funded and this is an great opportunity to get in early and make an impact!
The Role: Our client is looking for an ambitious customer support representative to join the Customer Success team. The position puts you at the front line of customer technical support – You will be in charge of managing the support work (analyze and prioritize), handling complicated troubleshooting scenarios and escalated tickets and working with your team to support both Customer and internally focused projects.
Responsibilities:
- Provide excellent customer service to both internal and external clients
- Respond promptly to customer inquiries through the ticket system or via email
- Organize the workflow to meet customer’s time frames and demands
- New feature implementation – Assist Customer Success Managers and Technical Account Managers in implementing application set up according to design specifications
- Maintenance and updating the knowledge center articles
- Recommend process improvements where applicable
- Maintain and grow existing customer business by providing outstanding service and by recognizing and proactively offering appropriate services
Requirements:
- Excellent English verbal and written communication skills
- Experience working with SQL
- Experience working with Zendesk or similar customer service platform
- Excellent time management skills
- Eager to learn with effective self-learning skills
- Understands the importance of high-touch customer service in a B2B environment
- Proactive and accountable
- Enthusiastic self-starter
- Thrives in a collaborative team-based environment
- Strong attention to detail
- In-depth knowledge of Customer Service principles and practices
- Experience communicating and coordinating with internal departments
- Strong problem solving and analytical skills as well as written and oral communication skills
- Works well in a dynamic, fast-paced work environment
Compensation: competitive base salary, bonus + options+ employee benefits