388 day(s) ago

Customer Support Specialist (SaaS Product) vacancy at SimpleTexting

Negotiable salary


Remote worker location: Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 1+ years
Employment: Full-time

SimpleTexting

United States, Miami
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.

General overview of the role

We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience at a B2B tech company is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you'd be the heart and soul of SimpleTexting.

Responsibilities

You're a superhero, but with a computer instead of a cape. You'll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues
Participate in writing excellent help documentation—both for internal use and for our customers
Log tickets with the development team and escalate appropriately based on the impact of the issue
Become a SimpleTexting power user—before you can support others, you must know the product yourself
You'll work weekends as part of a regular rotation with the rest of the customer success team

Requirements

At least 1 year of experience working with customers, preferably in SaaS
Familiarity with chat (Intercom) and CRM platforms
You can translate technical ideas for non-technical audiences
Ability to learn new software platforms quickly
English is your primary language. Secondary languages are a plus.
Demonstrable critical thinking, communication, and creative problem-solving skills
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.

Skills considered as a good plus

Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
You’ve worked in SaaS

Perks & Benefits

Compensation commensurate with your proven abilities
Unlimited flexible time-off policy
Remote

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