JOB DESCRIPTION:
When we welcome you aboard as a full time Customer Happiness Specialist, we’ll introduce you to your team, which consists of the General Manager, fellow Customer Happiness Specialists, a Technical Delivery Manager, Marketing Coordinator, Designer and Software Engineers. These are the people you’ll work closely with day-to-day.
Once you get settled in and learn more about the team, your day to day activities will look something like this:
Answering help desk tickets and live chat in an accurate, effective, and timely manner
Meeting with customers via webcam to help navigate and resolve challenges
Support on webinars for current customers and weekly demos for potential users
Onboarding new customers and leading onboarding sessions
Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users
Collaborate with your technical team on any tickets that require their input
Work with your General Manager, Technical Delivery Manager and fellow Customer Happiness Specialists to improve the customer experience
Track and report your success
Attend weekly team meetings
Other duties as assigned
Your Experience and Qualifications
3+ years experience in online customer service
Desk hours require availability around 8am-5pm EST (approximately)
Ownership of Customer Success and Happiness
Experience using HelpScout and Jira
Previous experience supporting a software product
Previous experience in converting inquiries to paid users is a plus!
Self-starter, capable of working independently
Strong organization, multi-tasking, and time management skills
Strong analytical and critical thinking skills
Excellent and clear English communication skills, both written and verbal
Previous SaaS experience is a plus!
Ability to learn and then educate around new software applications quickly
Experience working in an entrepreneurial / startup environment
Experience working with remote teams.
Basic knowledge of HTML and CSS troubleshooting
