22 Sep
B2B SaaS Technical Customer Support ( East Coast)
California, Usca 00000 Usca USA

Vacancy expired!

Job Description

This is a tech-heavy role As a Customer Support Specialist, you’ll be the front-line for our customers leveraging our unique platform that drives growth outcomes for enterprise companies. You’ll work across Customer Success, Sales, Product, and Engineering to ensure a delightful experience for our customers. As one of the first team members in this role, you’ll be in a pivotal place to scale a team and build the infrastructure for a world-class customer service organization.

A strong candidate will be proactive about problem-solving, curious, unafraid to ask questions and seek out answers while thriving in a rapidly changing environment. Flexible working schedule as you communicate with the US & India Appify teams and customers based out of the US and EMEA. This is not a typical 9-5 working schedule and may include some weekend support.

  • Assisting customers in troubleshooting their issues and implementation of Appify's products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.

  • Create, review, and edit Help Center articles. Periodic review and revision of Help Center Articles.

  • Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.

  • Managing customer expectations and customer experience to maximize customer satisfaction.

  • Actively maintaining and participating in job-related training activities.

  • Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.

  • Multitasking and performing effectively under pressure.

  • Creating and curating knowledge articles, enabling customers to resolve their issues independently.

Qualifications

  • 2+ years of consulting or customer-facing experience in an enterprise B2B, cloud software organization.
  • 2+ years of technical support experience, preferably for a SaaS product
  • 2+ years of experience automating tasks and writing tools in a scripting language (i.e. Bash, Python, Go, Ruby).
  • Experience with applications like Zendesk, Jira, etc
  • Comfortable using application logs, browser dev tools, and other tools to debug issues
  • Enterprise CRM experience such as SFDC, Oracle, etc
  • Love problem-solving and are excited to learn technical skills and troubleshooting
  • Hands-on technical experience with configuration, data, and process modeling,
  • Bonus if you have experience with Field Service Management processes in at least one of our industry sectors such as manufacturing, healthcare, telecom, construction.
  • Excellent communication skills, equally comfortable with crafting emails as well as leading a white-board discussion with customers or delivering a functional system.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Vacancy expired!


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