Customer Support Analyst, Klue

• Strong and confident communicator who leads with empathy and urgency
• Passionate belief that customer support and customer success are key drivers of revenue retention and growth
• Experience working with company administrators and end users by chat, email, phone and/or video in a B2B or B2C SaaS environment
• Ability to stay calm and composed in stressful situations with both colleagues and customers
• Desire and capability to solve complex challenges and issues including SSO, product integrations and complex configurations
• Excellent independent work and problem solving mindset in a fast-paced and frequently ambiguous environment

Desirable

• Master all core and specialized features of Klue and be able to troubleshoot and support customers and partners directly and efficiently
• Deliver rapid, accurate and thoughtful answers to how-to and technical questions based on the customer’s job to be done through chat, email, phone and video interactions at or above Service Level Agreement (SLA) targets
• Identify the customers underlying objective and present clear and concise solutions including recommendations based on Klue and industry best practices
• Create, maintain and continuously improve the customer-facing knowledge base of documentation including videos
• Identify, reproduce and document pain points or bugs for product and engineering teams and manage customer expectations regarding estimated response times for issue resolution
• Partner with Customer Success Managers across all stages of the customer lifecycle and provide technical onboarding support including Single Sign On (SSO) setup, integrations with CRM and collaboration tools as well as product usage reports
• Provide services for customers including creating, monitoring and improving queries for external data collection as required
• Identify and promote Klue products and services to help maximize each customer’s depth and breadth of adoption