Client Support Specialist

December 9, 2023

Atomic

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Come build with us.

Innovation • Company Building • Startups

51 - 200

Description

• As a Client Support Specialist you will be responsible for managing support cases for our Engage-only customers. • You will be responding to inquiries and questions quickly and thoroughly. • You will also be responsible for escalating potential bugs and breaking issues to direct management for further review and resolution. • The successful candidate will have excellent phone rapport, demonstrate advanced problem-solving skills, and will be able to communicate clearly and professionally via email and chat support applications. • While a Support Specialist’s responsibilities are related to the inbound inquiries from various accounts - because the questions can fall in many different categories (product, engineering, hardware ops, etc) - a Support Specialist is expected to have proficient communication skills for tackling the versatility of these requests both internally and externally. • Serve as first point-of-contact for existing clients in need of product support. • Troubleshoot router complexities - leveraging the Hardware Operations Team. • Share UI/product feedback on enhancements to make for a better user experience. • Communicate client escalations with support leads when necessary. • Document and update internal processes using Confluence. • Audit/update support help center articles when needed. • Educate customers on product features or additional services to meet their needs. • Ability to walk customers through product dashboard as well as troubleshooting process. • 1+ years experience in a customer support/customer service role, preferably in SaaS. • Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations. • Ability to identify and proactively solve problems. • Experience using a ticketing system and/or triaging experience a plus. • Ability to consistently meet and exceed key performance indicators. • High technical aptitude. • A positive and flexible attitude for working in a fast-paced team across various functions. • Self-starter who takes initiative and demonstrates a team player mentality. • Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred. • Bachelor's degree preferred.

Requirements

• 1+ years experience in a customer support/customer service role, preferably in SaaS. • Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations. • Ability to identify and proactively solve problems. • Experience using a ticketing system and/or triaging experience a plus. • Ability to consistently meet and exceed key performance indicators. • High technical aptitude. • A positive and flexible attitude for working in a fast-paced team across various functions. • Self-starter who takes initiative and demonstrates a team player mentality. • Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred. • Bachelor's degree preferred.

Benefits

• Excellent and comprehensive health plans (medical (including HSA/FSA and free access to One Medical), dental, vision, 401K) • Flexible Vacation Policy • Enhanced Parental Leave Programs • Organized volunteer events to give back to our community • Off-sites, events and happy hours • Work from 'Home/where you need' to get a job done