Customer Support Specialist - Experienced
About The Position
We’re looking for an experienced, enthusiastic, and customer-oriented person to join our support team as a Customer Support Specialist. We’re a highly collaborative team that works together to solve the changing and complex needs of our customers. Our team is highly oriented toward executing and strategic thinking. From creating new events and helping event creators get the most out of features and functionality, to helping think through on-site logistics and event planning...our team fills in the gaps to help make events happen. Our support team works with our customers via email, phone, and in-person interactions. Our primary mode of support is through our online help desk. This position would require the ideal candidate to be actively involved with supporting the day-to-day use of our products while proactively building relationships to further our customers' success. This is a full-time work-from-home position. However, occasional travel is required.
Requirements
- 4-5+ years of experience in SaaS support
- Bachelor’s degree preferred (or equivalent industry experience)
- Proven creative problem-solving approach and strong analytical skills
- Experience with Zendesk Support and/or HubSpot Service
- Competency with Adobe Illustrator
- Quiet and dedicated space to work at home during regular business hours
- Alignment with our organization’s values
Responsibilities
- Providing email, phone, video meeting, and chat-based support for our clients
- Create, edit, and manage events according to client requests and established best practices
- Participation in weekend support on-call rotation
- Facilitate online training
- Promote platform features and functionality that are underutilized or present the opportunity for additional revenue
- Basic graphic design skills for image resizing, editing, etc., in Adobe Photoshop or a similar program
- Provide on-site support and training for event check-in
- Support customer use and implementation of Brushfire mobile apps
- Assist in training new support team members
- Providing email, phone, and chat-based support for event attendees
Benefits
- company-sponsored (and matched) retirement plans
- full health insurance coverage (medical, dental, vision, and life)
- unlimited PTO
- flexible hours
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
