Customer Support Specialist

Summary

Our growing company needs an innovative, versatile, and proactive Customer Support Specialist to support routine customer activity and daily back-office operations. In this role, you are a problem solver who will engage with potential, new and existing users to provide daily support and troubleshoot issues to ensure our customers discover all the benefits of our platform. This role reports to the Customer Support Team Lead and Director of Operations. The Customer Support Specialist has extensive interaction with Engineering and product development teams to help deliver even more value to our clients.

Essential Duties and Responsibilities

• Engage with customers to resolve support issues.

• Receive customer support calls for routine support requests.
• Provide support to accounting service related to expenses, receipts, bills and other matters.
• Assist with content and communications related to marketing resources, sales activities, platform changes, updates, issues, or maintenance.
• Engage with Product & Engineering team on product issues and fixes.
• Monitor Support inbox and follow-up with outstanding customer issues.

Required Knowledge, Skills and Abilities

• Must have ability to establish a friendly “personal connection” with users.
• Must be able to train & coach others professionally and effectively via email, chat, telephone, and web conference.
• Must have amazing aptitude with computer skills as well as web-based and mobile applications.
• Generally knowledgeable in business operations and basics of Accounts Receivable.
• Strong analytical and problem-solving skills.
• Comfort supporting and collaborating with Support team & Engineering committed to achieve product goals.
• Must be able work effectively in a remote office environment and self-manage to achieve objectives.
• Growth mindset and team player; open to adopting technologies to serve customers efficiently and self-service.

Related Work Experience:

• A minimum of 3-5 years' experience in the physical security industry or related SaaS company.
• A minimum of 3-5 years' experience working in support of teams with diverse support needs.
• A minimum of 3-5 years' experience with customer and vendor facing activities.

Formal Education or Equivalent:

• Associate degree or higher required (B.A. or B.S. preferred)
• Or, 5 years of experience in a role with similar responsibilities and scope.

Support Specialist role is full-time with salary compensation commensurate with experience. Estimated 40 hours per week.