Client Support Specialist

CareerPlug

3d•$60,000 - $62,500•Remote

About The Position

CareerPlug helps franchises build winning teams. We want to positively impact the lives of our employees, our franchise and small business owner clients, and their applicants and teams, a reach that impacts millions each year! We provide innovative recruiting and HR software for over 60,000 growing companies and solve one of the biggest problems in small businesses: hiring and retaining the right people. Our applicant tracking and retention software helps companies make better hires to have the right people in place to build a successful business. Our vision is leading us along an inspiring path to accomplish much more. The next stage of our growth will be powerful and will exponentially propel us toward exciting business and, more importantly, mission milestones. We believe that people are the heart of our business and are committed to building one of the best places to work, anywhere. To us, that means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members, and living our core values every day. The Client Support Specialist is a core member of CareerPlug's tight-knit and highly productive Hiring Experts team, working directly with our Client Support & Consultant Managers. Our team is growing as rapidly as our client base, and we are currently looking for top talent to join our team. The ideal candidate has a background in software customer support and a passion for assisting clients on the phone and over email. Experience working in a software (SaaS) company is preferred, even better if you're great at navigating a remote work environment.

Requirements

Tech savvy - experience with software/ SaaS
Problem-solving through creative troubleshooting and resourcefulness
Support-driven - thrives on helping clients and troubleshooting product issues
High attention to detail
Excellent communication: Active listening skills and ability to read between the lines to paraphrase issues and quickly identify root causes
Ability to utilize and navigate multiple tools and tasks simultaneously
Growth mindset: Proactively seeks opportunities to improve, is coachable, and able to take and implement feedback

Nice To Haves

Experience working in a software (SaaS) company is preferred, even better if you're great at navigating a remote work environment.

Responsibilities

Provide frontline support for clients:
Incoming Phone support
Email support
Triaging/setting up consultative calls for Hiring Experts (Consultants)
Meet individual and team metrics (Phone and email SLA, volume worked, average handle time, and quality of interaction scores)
Help each client adopt the product by explaining features and troubleshooting
Escalate wisely to Consultants, Tier 2, or managers
Stays on top of communication and team/company updates through proactive, clear, and honest communication via Slack, emails, and meetings