Technical Customer Support (T2) for SaaS Company [REMOTE]

Share
  • Facebook
  • Twitter
  • LinkedIn
  • Email
  • English (en) uk flag
  • Search
  • Jobs/gigs
  • Post a job
  • Your jobs (posted or applied)
  • Preferences
  • Your genome
  • Signal
  • Messages
  • Torre's product roadmap
  • Request features
  • API for developers
  • Help

The global remote work community tends to interact in English. Switching languages might impact your visibility.

Technical Customer Support (T2) for SaaS Company [REMOTE]

A full-time team member or employee

Skills and experience needed

2+ years of experience
Customer service

Organization(s) name(s)

Location(s)

Time zone

Monetary compensation

USD$15K to 57K /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Monetary compensation

USD$15K - 57K /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Technical Customer Support (T2) for SaaS Company [REMOTE]

Job description

✅ Do you thrive on providing top-notch customer support?

✅ Do you have a love of all things technical?

✅ Do you enjoy getting to see the difference your amazing support skills make in customers’ lives?

**📍If so, this position was made just for you!
**

At Strategic Marketer, we are passionate about providing best-in-class digital marketing software and strategies coupled with customer service that exceeds expectations. Our proprietary software solutions include push-button lead generation, automation funnels, video technology, reputation marketing, social media management, & paid traffic. These softwares & strategies are unlike anything else in the marketplace, so our customer support has to be like no other support as well! Our team’s customer-centric mindset pushes us to continue striving towards excellence in providing top-tier customer service to our members.

If you want to work in a fast-paced environment alongside other high achievers in a long-term career opportunity, then this is the perfect position for you. We are looking for someone with a proven track record of exceptional customer support skills who has an attitude of excellence in everything they do... someone who knows how to communicate proactively in a virtual environment and possesses keen problem-solving skills.  We are a global team working remotely so we welcome applicants regardless of geographic location.

📋 Job Description 📋

☑️ Provide premium service to customers through phone, email, ticket, chat, & screen share. The outcome of every interaction is our customer's success!

☑️ Onboard new customers through chat, email, phone & video conferencing.

☑️ Provide tier 2 troubleshooting and assessment on all perceived product-related issues, then escalate to the Tier 3 team(s) when necessary.  All while ensuring the customer feels supported through the process until the issue is resolved.

☑️ Learn all assigned systems & strategies in order to facilitate top-notch support to customers.

☑️ Document pertinent information learned on a day-to-day basis in a company-wide knowledge-base, creating a streamline of information for all to benefit from.

☑️ Assist customers with their questions on purchasing our other products and subscriptions.

☑️ Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company's security protocols.

☑️ Provide daily & weekly performance reports on KPIs (key performance indicators) including calls handled, tickets touched, escalations & completions.

☑️ Collaborate with other teams in Tier 3 Support and Billing, to ensure exceptional service to our customers.

☑️ Participate in on-going training and professional development.

While this list gives you a pretty comprehensive view of what the position entails, keep in mind that in a fast-growing, entrepreneurial organization everyone is expected to help when the need arises, even if it’s technically outside the scope of their position.

Requirements

✅ Requirements  ✅

_Candidates MUST meet the following minimum requirements to be considered for this role:
_

☑️ Have at least two years of experience in customer support including at least one year in technical SaaS support and one year of remote experience.

☑️ Be able to work 9 am to 6 pm Eastern Time hours (including hour lunch) along with rotating weekends. Evening requirements are limited and overtime is possible.

☑️ Have a strong command of the English language including exceptional written, and conversational abilities, (video presentation skills a plus).

☑️ Have a dedicated, quiet space to perform duties as outlined.

☑️ Have reliable hardware including a computer, mouse, keyboard, and headset, as well as reliable high-speed internet access; including reliable backup for outages.

☑️ Bachelor's Degree or equivalent preferred.

☑️ Documented track record of continuous learning in a related field a plus.

✳️ Candidates MUST have experience using the following software:

*Infusionsoft

*Zendesk

*Trello

*Slack

✳️ Candidates with experience using the following software are strongly preferred:

*Calendly

*Elevio
*PayPal, Stripe, Braintree

*Zoom

*Jira

*Intercom

*Social Media: Facebook Groups, Facebook Messenger

*GoToWebinar (chat management)

*Google: Mail, Calendar, Drive, Docs, Sheets

*Appointment Core

*Jing

Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Language(s) required

English - Conversational

Agreement type

Employment

Posted: June 16, 2021 06:54 AM

Cristian David Villarraga
Cristian David Villarraga Verified
SEO Analyst
You have signaled . Would you like to apply for this opportunity?
Signals

Signals are a way of compiling a list of people you’ll consider working with. Others can signal you as well.

By signaling a person or organization you notify them that you’ll consider working with them. Thus:

  • You will be notified of all or relevant jobs they post or when they’re open to new opportunities (your choice).
  • When they search for talent, they’ll notice you signaled them.
  • Your signals are only visible to people you have signaled. You can, however, share them with others to collaborate.

55% of jobs are filled via referrals 1 . With Signals, Torre makes it easy for you.


Cristian is using Torre to find talent and opportunities. LEARN MORE and POST A JOB.