Customer Support Representative
About The Position
The Customer Support Representative is a subject matter expert on JustPark's products, industry best practices and troubleshooting, and acts as the day to day guide for our clients. You'll serve client relationships through regular telephone and email communication, making sure clients understand, internalize and experience the value of our products and service throughout their journey with JustPark. You'll be a front line problem solver, troubleshooting and resolving issues as they arise, triaging and escalating where needed, and building strong long term client relationships along the way. The role reports to the Head of Customer Support who provides guidance, support and leadership, and it partners closely with the wider CX team to ensure the success of every customer. We're looking for someone upbeat, professional, client focused and proactive, with a deep interest in our products and industry, who wants to help take the JustPark support team to the next level.
Requirements
- Must be based in the US, ideally in the DFW area
- Ability to work Tuesdays through Saturdays, 11am to 8pm
- Highly analytical, process oriented and data driven
- Strong empathy and a real passion for customer growth
- Experience with CRM and support tooling (we use Zendesk, Asana, G Suite and Jira)
- Excellent verbal and written communicator, calm and professional under pressure
- Comfortable troubleshooting hardware and software issues in real time
Nice To Haves
- Customer service or event / ticketing experience is a strong plus
- Previous experience working in a fast paced environment or in the tech industry is a plus
Responsibilities
- Provide customer support end to end, including answering and documenting calls, sending emails and handling other inbound channels
- Troubleshoot JustPark's software and hardware in real time, using a range of techniques
- Follow proper protocols when triaging and escalating issues to other team members as needed
- Identify patterns in frequently occurring issues and surface customer feedback back into the business
- Work closely with the wider CX team to ensure the success of all customers
- Help as needed with department projects and administrative work
- Develop strategic programs to plan for clients' success, and communicate progress internally and externally
- Retain and identify opportunities for increased adoption from existing clients
- Analyze data independently to uncover insights and trends that drive recommendations for clients
- Provide accurate and timely feedback for product and service improvements
- Maintain current knowledge of industry trends and issues
- Be a subject matter expert on JustPark's products and industry best practices, and act as the go to guide for clients on a day to day basis
Benefits
- Unlimited PTO policy
- Complimentary in-office barista
- Catered breakfast & lunch between Tuesdays - Wednesday
- Regular social events at the office
- Comprehensive medical & dental coverage through Blue Cross Blue Shield
- Multiple healthcare plan options including low-deductible and HSA along with broad supplemental benefits
- Employee Assistance program
- Subscriptions to mental health assistance platforms
- Travel stipend for local employees
- Generous parental leave policy
- Fertility support via ARC Fertility
- Pet insurance and discount plans
- 401(k) retirement and savings plan
- Regular social activities such as annual Hackathons and ad hoc celebrations
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
