Customer Support Specialist

Experience.Com Nashville , TN

Posted 3 weeks ago

About Us

We believe that experience is everything. Amazing experiences create customers for life, and poor ones destroy brands and businesses. Thats why Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.

Customer Support Specialists are responsible for an incredible customer experience, serving as a partner,
consultant, and advisor to our client community of technology and services professionals. As a part of
Experience.coms Create WOW mission, Customer Support Specialists work with technology companies, offering
top-notch customer support and creating long term customer relationships. Above all, the Customer Support
discipline helps real people solve real business problems. Channeling their strong sense of empathy, Customer
Support Specialists caree about people as much as they do getting work done. Natural fluidity and thoughtfulness
to written and verbal communication is key, and a good sense of humor is a plus.

WHAT YOU WILL DO
Respond to and resolve customer queries through all support channels (including email, chat, phone).
Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals, ensuring consistent communication on status and next steps.
Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity, diagnosing underlying factors, and prescribing a plan of action to address.
Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting.
Facilitate product feedback sessions with clients by prescribing an immediate solution to the core busnessproblem, including workarounds if needed, while also serving as a channel to the product team for issues.
Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores.
Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customers pain-points and anticipate client needs in a human, approachable way.

Key Performance Indicators
1. Performance against Support Service Level Agreement (SLA) metrics.
2. Internal Customer Feedback measures, including Customer Satisfaction (CSAT).

Skills and Experience
  • 1+ years of experience in customer service, client operations, or directly related experience.
  • Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud.
  • Prior experience of using and testing APIs, as well as providing a customer support on integrations.
  • Basic knowledge of HTML and CSS experience using browser developer tools to diagnose issues and
  • conduct investigations with a clients configuration and implementation of our solutions.
  • Prior experience within a software-as-a-service (SaaS) environment a plus.
  • Knowledge of SQL and relational databases in general a plus.
  • Copyright
  • Experience.com. Proprietary and Confidential.

    Competencies & Proficiencies
    [LOW] Building Effective Relationships
    • Selecting the appropriate communication method and tool given the information.
    • Engaging with authenticity and empathy, nurturing genuine relationships.
    • Choosing the guidance that best matches the audience, accurately delivering a message.
    • Approaching situations with maturity using behaviors of inclusion and positive communication techniques
    • to resolve conflicts.
    [MOD] Bias for Action
    • Managing project and program work effectively, delivering against known goals and deadlines.
    • Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
    • Using autonomy to correctly identify the cause of a problem or situation and applying the right solution.
    • Maintaining conditions of support for necessary action, despite competing priorities.
    [LOW] Disciplined and Strategic Thinking
    • Learning from past actions and outcomes to improve work quality consistently.
    • Quickly defining the problem and applying the most effective solution, not necessarily the obvious one.
    • Filtering for ambiguity that impacts the goals at hand instead of being reactive to atmospheric complexity.
    • Using good judgment to select the appropriate course of action given the situation and data available.

    icon no score

    See how you match
    to the job

    Find your dream job anywhere
    with the LiveCareer app.
    Mobile App Icon
    Download the
    LiveCareer app and find
    your dream job anywhere
    App Store Icon Google Play Icon
    lc_ad

    Boost your job search productivity with our
    free Chrome Extension!

    lc_apply_tool GET EXTENSION

    Similar Jobs

    Want to see jobs matched to your resume? Upload One Now! Remove
    Edtech Sales And Support Specialist

    Mathspace

    Posted 1 week ago

    VIEW JOBS 11/17/2021 12:00:00 AM 2022-02-15T00:00 <p><strong>About you</strong></p> <p>You’re the kind of person who:</p> <ul> <li>Is so passionate about math education that you could speak about it all day long</li> <li>Wakes up each day excited to evangelize and sell a product that can make an impact on math education </li> <li>Is known among your colleagues for getting things done</li> </ul> <p>Perhaps you're a former math teacher looking to make a difference beyond the walls of your classroom? Do you have some corporate, sales or startup experience, and are you thinking about doing something fulfilling where you have a pivotal role in a growing organization?</p> <p>This is a unique opportunity for a self-starting individual to be part of a young and ambitious company looking to create large-scale solutions for teaching and learning mathematics. Ideally, you have 2-4 years of experience, with a background in mathematics or STEM education. You have some sales or customer-facing experience, are familiar with the edtech industry, and are fluent in using technology. Previous experience in direct customer facing roles is an advantage.</p><p><br></p> <p><strong>About us</strong></p> <p>Mathspace is an education technology company based in New York, and headquartered in Sydney, Australia. Mathspace’s highly innovative adaptive math program allows students to receive feedback at every step of a math problem, with handwriting recognition for mobile devices. Each step of students’ math reasoning is automatically graded, with feedback, hints and suggestions guiding students to the final answer. </p> <p>Mathspace’s step-by-step approach means data is collected at multiple points in a problem, which can then be used to personalize the learning experience for each individual through our adaptive engine. Mathspace combines this student notebook with a teacher dashboard and a full digital textbook, including lessons, interactive widgets, and thousands of instructional videos, all aligned to multiple US and global curricula.</p><p><br></p> <p><strong>About the role</strong></p> <p>As an Edtech Sales and Support Specialist, you will have a dual role encompassing sales and customer implementation support. You will be responsible for end-to-end customer acquisition, from generating new leads to closing sales, and you will be measured by revenue targets for your territory. You will also be responsible for post-sales support, including delivering a range of training, implementation and coaching services to support Mathspace customers and help them understand how to best utilize the program. You’ll work closely with school and district leaders to plan and coordinate delivery of these services, and liaise with Mathspace colleagues to communicate customer outcomes and product development feedback.</p> <p>Be warned, this is not your average 9-5 job. At Mathspace we’re looking to change the world, one math problem at a time, by creating the math curriculum of the future. By thinking outside the box and challenging the status quo, our small team has made huge inroads in a market dominated by global publishing houses, and we’re looking for passionate individuals to join us in our mission.<br></p><p>Mathspace is headquartered in Sydney Australia, but we have fully flexible working arrangements for team members across both Australia and the USA. This role is based in Tennessee, USA. <br></p><p><br></p><p><strong>Your responsibilities:</strong></p><ul> <li>Sales and customer acquisition: Proactively generate leads, deliver demos, and help nurture leads through the pilot process through to conversion to sale</li> <li>Post-sales support and implementation: Coordinate and deliver on-site and virtual training to support customers </li> <li>Customer retention: Maintain positive customer relationships to help achieve Mathspace’s goals for customer retention </li> <li>Coach math teachers in the interpretation of Mathspace data and effective strategies for implementation of Mathspace tools as part of their teaching</li> <li>Collect and synthesize customer feedback to monitor customer engagement and feed into product development</li> <li>Promote Mathspace at conferences and events and follow up with any leads generated</li> <li>Manage incoming sales leads from marketing efforts, and manage customer experience from initial outreach through to sale </li> <li>Build strong, long-lasting relationships with customers at all levels in a school organization</li> <li>Maintain an enthusiastic, can-do mindset and outgoing personality that inspires our customers and fellow team members</li> <li>Maintain customer information and track implementation activity using Pipedrive (CRM)</li> <li>Communicate team’s field experience across internal teams, especially with the Curriculum team and Technical team </li> <li>Travel regularly (up to 20%) to meet with customers and to deliver on-site training while maintaining high productivity level</li> </ul><p><br></p><p><strong>Requirements</strong></p><p><strong>Required Qualifications and Skills:</strong></p> <ul> <li>Minimum of a Bachelor's degree, preferably with a math/STEM/education major</li> <li>2-4 years of experience, preferably in mathematics or STEM education</li> <li>Highly adept with technology, and quick to learn new technologies and apply solutions</li> <li>Ability to communicate across all levels of an organization, excellent written and spoken communication skills</li> <li>Strong analytical skills (e.g. reporting, excel, data analysis); experience with data driven instruction and business communications</li> <li>Thrives in ambiguity, enjoying the challenge of independently solving issues and offering solutions for customers where there is no pre-defined path</li> <li>Can contribute to Mathspace culture: open to giving and receiving feedback, loves to delight customers, highly resourceful, humble, makes high impact with limited time/resources, gets things done</li> </ul> <p><strong>Bonus points:</strong><br></p><ul> <li>Experience in a direct customer facing function (sales, customer service) </li> <li>Experience in the development and delivery of professional development for K-12 educators</li> <li>Experience in leadership positions and inspiring others to action (sales, leadership, fundraising, public service)</li> <li>Marketing skills (newsletters, blogging, social media, creating handouts and case studies)</li> <li>Public speaking and presenting skills: conferences, panel talks, trade shows, performance</li> <li>Entrepreneurial background or startup experience</li> </ul><p><strong>Benefits</strong></p><p><strong>Perks:</strong></p> <ul> <li>Competitive salary and commission</li> <li>Travel Allowance</li> <li>Flexible work hours and conditions - work from the office, home and on the road</li> <li>A culture focused on coaching to help our staff develop new skills </li> <li>A dynamic, exciting environment where each day is different, and you can help define the journey of the organization</li> <li>True ownership of work. You’ll drive your threads of work, our customers and partners will know who you are, and you’ll help grow the company. Your ideas matter. </li> <li>The opportunity to use cutting edge technology to transform mathematics education</li> <li>Fulfillment from knowing you’re playing a crucial role improving the lives of teachers, parents and students</li> </ul> Mathspace Nashville TN

    Customer Support Specialist

    Experience.Com