Customer Support Specialist, Envoy

• The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel
• BA/BS degree required or equivalent experience
• 2+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required
• Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
• Experience with leveraging JIRA as an issue management platform to track and report on product issues
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems
• Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
• Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Exceptional verbal and written skills are essential
• Strong analytical, decision-making and problem-solving skills - you are adept at making informed decisions to effectively solve complex problems
• Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
• Ability to establish and foster critical relationships with customers & cross-functional stakeholders
• Self-motivated and able to work proactively; not afraid to take the initiative!

Desirable

• This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams
• The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential
• Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen-sharing support may be required
• Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
• Develop an encyclopedia of knowledge about how Envoy works - our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything
• Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
• Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
• Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
• Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
• Able to participate in a teamwide Sunday on-call rotation, as needed, every 8-12 weeks