Customer Support Specialist - Policy

About the role

The Customer Support team provides responsive support to first responder clients via phone, email, and chat. We troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration.

Responsibilities

• Respond to and resolve technical and administrative inquiries on behalf of our customers
• Troubleshoot customer inquiries
• Communicate ticket resolution to customers
• Document customer contacts within Salesforce
• Monitor individual metrics: cases closed daily & weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases
• Manage large amounts of inbound and outbound calls in a timely manner
• Take appropriate steps to bring any open support cases to resolution in a timely manner
• Help customers troubleshoot issues they encounter while using the platform and provide tips to resolve the problem
• Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps
• Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way
• Frequently attend Product Update calls to improve knowledge and performance level
• Identify problems & recommend changes to improve platform performance

Requirements

• 2 years of experience in software or SaaS technical support or a related customer support field
• Minimum of one year of Salesforce experience
• Professional verbal and written communication skills
• Ability to provide superior customer service
• Desire to grow within the company
• Work well in a team environment

Qualifications

• GED/High School Diploma
• Good job stability
• Experience with a content management platform: provided customer support for a content management platform
• First responder experience or background working with first responders or working in the first responder software industry is a definite plus

Skills

• Excellent communication skills
• Problem-solving abilities
• Time management and organization skills
• Ability to multitask and prioritize tasks

Benefits

• Comprehensive benefits package including health insurance, education benefits, and 401k
• Opportunity to be a change agent in a continually evolving company

Pay

This role pays $24/hour which equivocates to $49,920 per year.

Schedule

Remote, US-based position. Candidates must already live in the United States.

Additional Information

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

To be considered for this role, you will have this experience:

• 2 years of experience in software or SaaS technical support or a related customer support field
• Minimum of one year of Salesforce experience
• Professional verbal and written communication skills
• Ability to provide superior customer service
• Desire to grow within the company
• Work well in a team environment
• GED/High School Diploma
• Good job stability
• Experience with a content management platform: you have provided customer support for a content management platform.
• First responder experience or background working with first responders or working in the first responder software industry is a definite plus

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