Customer Support Specialist
Proton.ai
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Posted:
July 31, 2023
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Hybrid
About the position
Proton is seeking a Customer Support Specialist to join their SaaS team. This role will be responsible for handling incoming support requests, collaborating with cross-functional teams, and ensuring customer satisfaction. The Customer Support Specialist will also serve as the primary point of contact for SMB customers and will require strong communication, problem-solving, and collaboration skills. The role will be based in Boston with a hybrid schedule.
Responsibilities
- Develop in-depth knowledge of the company's offerings and provide information and recommendations to customers
- Respond to and resolve all incoming customer support requests from multiple sources, including emails, in-app chats, issues forwarded from Customer Success Managers, and voicemails
- Diagnose, troubleshoot, and ensure appropriate actions are taken to provide effective workarounds and resolve customer issues in a timely manner
- Provide timely updates to customers and internal teams on the status of pending support tickets
- Serve as an escalation point for SMB customers
- Assist SMB customers after hypercare
- Communicate efficiently and collaborate with various internal teams to ensure customer satisfaction
Requirements
- Develop in-depth knowledge of the company's offerings and provide information and recommendations to customers
- Respond to and resolve all incoming customer support requests from multiple sources, including emails, in-app chats, issues forwarded from Customer Success Managers, and voicemails
- Diagnose, troubleshoot, and provide effective workarounds or resolutions to customer issues in a timely manner
- Provide timely updates to customers and internal teams on the status of pending support tickets
- Serve as an escalation point for SMB customers
- Possess efficient communication skills and problem-solving abilities
- Collaborate with cross-functional teams to address customer concerns and ensure customer satisfaction
- Work in a hybrid schedule, with 3 days in the office located in Kendall Square, Boston
- Target salary range for this role is $55,000- $65,000 salary
Benefits
- Own incoming support and respond to and resolve all customer support requests from multiple sources
- Provide timely updates to customers and internal teams on the status of pending support tickets
- Serve as an escalation point for SMB customers and assist them with ongoing product education and live Q&A sessions
- Act as a friendly listener for customers to vent frustrations and collect feedback
- Reach out to customers who provide low NPS scores to gather feedback
- Collaborate with Product and Engineering teams by relaying customer feedback and answering questions
- Provide suggestions for Help Center content based on common questions or issues
- Share feedback with Engagement Managers on recurring customer issues after Hypercare
- Collaborate with CSMs on issues related to their assigned accounts
- Ensure an exceptional customer experience by proactively bringing forward customer friction points and continuous improvement ideas
- Opportunity to learn new things and solve new problems
- Strong sense of empathy and prior customer service experience required
- Excellent communication skills via phone, Zoom, email, and chats
- Ability to effectively manage multiple customer inquiries and prioritize tasks
- Self-reliant and result-oriented, taking ownership of work and its outcome.