Customer Support Specialist
Job Description
Description:
Provide email support to uConnect customers via internal ticket queue.
Resolve general questions, complete platform configuration and set up integrations on clients behalf.
Troubleshoot and escalate issues to relevant functional teams or account owners.
Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports.
Maintain high standards for response and resolution times, ensuring user satisfaction.
Collaborate with the Support Team to share trends, insights, and improve the overall user experience.
Review documentation and flag opportunities for additional internal and external, client-facing documentation.
Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.
Requirements:
Ability to follow directions accurately and efficiently.
Excellent verbal and written communication skills.
Ability to work… independently and as part of a team.
A willingness to learn and ask questions.
Strong help desk skills with a focus on resolving user issues promptly.
High attention to detail and reading between the lines of customer requests.
Willingness to roll up your sleeves and troubleshoot issues quickly and efficiently.
Experience configuring fields in an admin console within a SaaS product.
Experience with DNS, SSO, .csv imports, and spreadsheets.
Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue.
Familiarity with HubSpot Service Queue or similar support platforms is a plus.
Knowledge of WordPress or previous experience using uConnect is a plus.
Previous experience in an Enterprise SaaS Customer Support team.
Benefits