
Website Agencyanalytics
Description:
Job Title: Customer Support Specialist
We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. This role would require you to work between the hours of 12pm-8pm EST.
We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 17-person (and growing!) team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.
What you’ll do
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Deliver best-in-class live chat customer support in a timely manner
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Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
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Apply critical thinking to troubleshoot technical issues
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Collaborate with Product and Engineering teams to resolve issues/bugs
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Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
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Ensure customers are well-supported and educated at every interaction
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Provide professional and friendly insights to customers when solving their problems
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Contribute to the success of our department by suggesting improvements to our processes and our product
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Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way
Job requirements
- You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)
- You have experience in a live-chat support environment
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You have advanced written communication skills
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You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
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You have excellent rapport-building ability with both customers and teammates
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You’ve got a proven track record of meeting or exceeding common customer support metrics
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You have the ability to multitask and handle multiple customer inquiries simultaneously
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You’re strong at problem-solving and you have the ability to think critically when addressing tasks
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You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
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If you have experience with SEO and/or digital marketing, this would be an asset
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Familiarity with SaaS platforms and related technologies
To apply for this job please visit careers.agencyanalytics.com.