Customer Support Specialist

Record360, LLC

18d•$40,000 - $45,000•Remote

About The Position

We believe that every person deserves simple technology tools that just work. Our mission is to help businesses feel confident sharing high value assets (i.e., equipment, trucks, cars) by providing them with simple tools to inspect, protect and manage their fleets and build relationships of trust with their customers. We aspire to provide amazing experiences to our customers, build simple and impactful products, and become the best versions of our personal and professional selves. Our asset maintenance platform is used by thousands of equipment, truck, and car rental shops and we’re growing fast. The Role We are looking for an exceptional Customer Support Specialist to join our team and a fast growing support department. The customer support specialist will be responsible for handling a portion of the ticket queue and working closely with a cross-functional Record360 ecosystem including Account Executives, Marketing, Success Team, Engineering, and Product specialists. We are looking for someone who LOVES working with customers and cares deeply about meeting their needs. In addition, someone who is technically minded and loves problemsolving. The role will include learning JSON and multiple other tools/software. This position offers extensive development opportunities for a candidate that shows the willingness and hunger to expand their skill set. An ideal candidate is someone who has worked in a metricsoriented support environment and is looking to apply their skills in improving processes and making customers happy. This role reports directly to the Customer Support Manager.

Requirements

1-2 years experience managing support queue within Zendesk or similar CRM
Superb written and verbal communication skills - Able to communicate complex information in a clear and useful manner
Strong customer-facing and presentation skills with the ability to establish credibility with customers
Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)
Ability to take initiative
Adaptable. You’re constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team
Competence with G Suite applications (e.g., Gmail, Google Drive, etc.) required
Basic troubleshooting experience preferred
Technically minded- Natural problem solver

Responsibilities

Respond to customers quickly and kindly via Zendesk Platform
Become product and industry expert, to help customers learn best practices
Build and edit workflows within JSON and configuration tool
Answering Inbound customer calls
Troubleshoot and escalate tickets to engineering
Learn the ins and outs of our app on both iPhone and Android devices
Take on responsibility of ad hoc projects or roles
Engage directly with clients on technical requests and identifying common client challenges and suggesting solutions
Work cross-functionally with sales, marketing, engineering, and product teams
Work closely & harmoniously with fellow Support agents to develop new support processes, troubleshoot customer needs