Customer Support Specialist, Perchwell

• Required: 1-2 years experience in a customer facing SaaS Support role
• Ability to think analytically, develop processes, solve problems, and communicate clearly
• Work with other departments to complete customer inquiries and system issues
• Excellent written and verbal communication skills
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Must be willing to work weekends and cover weekday shifts of 8am-6pm Eastern Time

Desirable

• Perchwell is looking for a world-class teammate for an in-office role to help our customers with their support inquiries. Our support is currently provided through email, chat and Zoom (as needed), using Intercom and Jira
• You will act as a brand ambassador, helping customers get the most out of Perchwell
• Reporting to the Manager of Customer Success, you will be responsible for onboarding, growing, supporting, and retaining our customers
• Above all else, providing world class service by handle customer support and product inquiries, offer training as needed, and suggest best practices for their business needs
• Responding to customer queries in a timely and accurate way, via chat, email or video conference
• Multi-task and track dozens of open tickets at various stages of completion
• Drive higher product adoption, customer satisfaction and overall health scores
• Maintain a detailed understanding of products and services
• Proactively identify customers experiencing repeated issues or requests that are not resolved to their satisfaction. Escalate issues, as needed
• Contribute to reduced churn and drive new business growth through greater advocacy and reference ability