Customer Support Specialist

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July 28

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Arsenal Business Growth

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B2B • Fintech • Productivity

Arsenal Business Growth is a company that specializes in providing business development as a service and business growth solutions. They focus on delivering tangible results through personalized and hard-working approaches. With a commitment to customer service, Arsenal Business Growth supports clients in enhancing their business strategies and achieving growth.

51 - 200 employees

Founded 2019

🤝 B2B

💳 Fintech

⚡ Productivity

📋 Description

• As a Customer Support Specialist, you will be responsible for surprising and delighting our Arsenault Cloud users who are stuck and need our help. • The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs. • Work a daily defined shift responding to tickets submitted by Arsenault Cloud customers via email or live chat, with the flexibility to increase that time to cover gaps due to illness, vacation, etc. • Adhere to response and escalation SLAs and expectations • Demonstrate care and empathy in potentially tense or high pressure situations and set clear expectations for the next steps in their support journey • When not responding to tickets, help update and create new support documentation, contribute to process improvements, and assist your teammates.

🎯 Requirements

• Have experience in customer support using a ticketing system like Jira Service Desk, Zendesk, Salesforce Service Cloud, or similar. • Are SQL proficient you can read a SQL statement with SELECT, JOIN, and WHERE and understand what the query does and how it would be used • Have a passion & enthusiasm for helping customers succeed • Are a self-starter & eager to learn • Have a high attention to detail • Have excellent verbal and written communication skills in English • Are thoughtful about collaboration and communication with other departments • Have a passion for being an inclusive teammate and involved member of the community • You have experience working in customer success or support for a technical product at a SaaS company or startup • Exposure to basic programming concepts and coding this could be coursework in something like python or ruby or experience writing scripts • You are comfortable creating and narrating how to videos to help others learn • You understand how git works and can explain it to others • A passion for analytics

🏖️ Benefits

• Equity Stake