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.

Software

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.