Posted 28 days ago
One of U.S.’ fastest growing SaaS Companies (as ranked by Inc. Magazine in 2015 & 2016) looking for experienced marketing automation Customer / Technical Support Gurus to:
Customer Support. Provide premium service to customers through phone, email, ticket, chat & community interaction.
Technical Assistance. Basic Tier 1 & 2 troubleshooting and assessment on all perceived product related issues. If determined a ‘bug’ tickets will be escalated to Product or Development team(s).
Product Consultations. Gain a practical working knowledge of all assigned systems & strategies in order to facilitate 1-1 or small group coaching with customers.
Retention Calls. Attempt to connect with inactive users or subscribers.
Sales Assistance. Assist customers with basic sales inquiries on products, subscriptions, payment processing and getting started.
Documentation. Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company security protocols.
Reporting. Provide daily & weekly performance reports on KPIs (key performance indicator) including calls handled, tickets touched & completed.
Collaboration. Collaborate with Billing, Sales, Product Management & the Development Lead to resolve any discrepancies.
Training. Participating in on-going training and professional development is expected.
Misc. In a fast growing, entrepreneurial organization everyone is expected to help when the need arises.
Candidates who cannot meet the following minimum requirements will NOT be considered for this role:
Schedule. Must be able to work 9am to 6pm Eastern Standard Time hours (including hour lunch). Rotating weekends. Evening requirements are limited. Overtime is possible.
English. Must be fluent in English including exceptional written, conversational and video presentation abilities.
Office. A dedicated, quiet space to perform duties as outlined.
Hardware. Reliable hardware including: computer, mouse, keyboard and headset.
Internet. Must have high-speed internet access; including reliable backup for outages.
Positivity. An attitude of excellence (not perfection) is a minimum requirement for everyone.
Communication. We win and lose as a team. Intentional, proactive communication is imperative for success in a virtual office.
Problem Solving. Serving a global customer base with over 10+ products will require problem solving abilities.
Experience & Education
Experience. A minimum of 3 years of direct experience with the responsibilities above required. Candidates who have worked with software / SaaS businesses, strongly preferred.
Education. Bachelor's Degree or equivalent, preferred.
Continuing Education. Documented track record of continuous learning in a related field, a plus.
Candidates with experience using the following software are strongly preferred:
Infusionsoft (or similar)
PayPal, Stripe, Braintree (or similar)
Zendesk (or similar)
Calendly (or similar)
Jira (or similar)
Intercom (or similar)
Social Media: Facebook Groups, Facebook Messenger
GoToWebinar (chat management)
Google: Mail, Calendar, Drive, Docs, Sheets
Appointment Core (or similar)
Jing (or similar)
Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.