What will you actually be doing?

– Drive resolution of technical escalations, including identification of root cause and issue resolution

– Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible

– Provide interface between Support and Account Customer Success Managers

– Exceed customer expectations on response quality, timeliness of responses and overall customer experience

– Provide technical and non-technical mentoring to Tier 1 Support Agents

– Set up our Customer Success Agents for success

– Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers implement, deploy and maintain the Splitit solution

– Author and review knowledge base content to drive support scalability and improve self-service capabilities

– Provide feedback within the organization about common or emerging issues that can be addressed before they become serious or widespread

 

REQUIREMENTS

– Fluent in English – excellent writing and speaking required

– 1-2 years of customer support, technical support, system administration or a related customer facing role, with at least 2 years in a technical role

– Experience supporting SaaS applications

– Real passion for solving customer issues and advocating for their success in a fast paced, highly technical environment.

– Ability to learn new technologies and product-lines quickly.

– Excellent relationship with management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)

– Ability to work independently with little direct supervision and as a part of a team

– Excellent analytical and organizational abilities.

– Ability to remain calm, composed and articulate when dealing with tough customer situations

-Willing to work flexible hours when necessary