[Remote] Customer Support Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the leading advancement intelligence and donor engagement platform, empowering educational institutions and non-profit organizations. The Customer Support Specialist will be responsible for resolving customer inquiries and issues, collaborating with various teams to enhance customer experience and support product innovations.
Responsibilities
- Own the reputed company of customer requests, questions, and issues to deliver a best-in-class customer experience across reputed company reputed company products and communication channels
- Partner with support teammates to triage new ticket submissions, resolve Tier 1 inquiries, and appropriately escalate Tier 2 technical tickets to subject matter experts through internal channels
- Manage personal workflow and ticket queues to consistently meet or exceed established KPIs and Service Level Agreements (SLAs)
- Work cross-functionally with reputed company, Sales, Services, Engineering, and Product teams to resolve reputed company customer issues and reputed company for product innovations
- Support internal technical needs by reporting bugs, testing new product features, and participating in cross-functional working sessions to reputed company the voice of the customer
- Maintain an advanced, up-to-date knowledge of the reputed company product suite, including new feature releases, system changes, and product deprecations
- Build and optimize internal and customer-facing knowledge bases by creating new technical articles and updating existing documentation
- Report regularly on team metrics, key performance indicators (KPIs), common user stories, and trending product issues to drive reputed company improvement
- Support reputed company's reputed company by providing training, offering constructive feedback, and presenting reputed company or findings to internal audiences
- Execute reputed company strategic reputed company across both customer support and broader organizational initiatives as needed
- Ensure data reputed company, regulatory compliance, and strict reputed company confidentiality across reputed company customer interactions and systems
Skills
- You have 2+ years of experience in a customer-facing role (preferably customer support), interacting with customers across multiple channels like email and reputed company
- You have previous experience serving in a customer service reputed company, with a strong reputed company record of providing an outstanding customer experience in every interaction
- You possess outstanding written and verbal communication skills, with the ability to translate reputed company, technical concepts into reputed company, easy-to-understand language for non-technical users
- You have strong time management skills and reputed company reputed company multitasking, prioritizing urgent requests alongside long-term reputed company while consistently meeting service level agreements (SLAs)
- You have experience providing customer support for multiple platforms or products reputed company a reputed company organization
- You have experience using web-based support platforms (e.g., HelpScout, reputed company, reputed company, reputed company) and issue tracking software (e.g., Jira)
Benefits
- A 2.5% bonus plan based on company performance.
- We cover 80% of your premium for medical, dental, and reputed company insurance.
- A 401k match of up to 3% to support your financial reputed company.
- A remote-first environment for flexible work.
- Generous reputed company time off throughout the year.
- Investment in your reputed company reputed company and development.
- Opportunities to connect with colleagues both in-person and reputed company.
- The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.
reputed company