Customer Support Coordinator
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ReviewTrackers is the rapidly-growing customer feedback platform trusted by tens of thousands of businesses. Using data, insights and technology, we partner with brands to ensure customer success. We have created an environment where employees can learn, grow and do the best work of their careers. We are seeking motivated individuals who wish to learn new things, contribute great things, and be the best version of themselves.
The Customer Support Coordinator provides first line support for all platform users.
We’re looking for a customer support expert who doesn’t require a script to help our customers answer technical questions and implement best practices for using ReviewTrackers’ app. Someone who can delight with promptness, thoroughness, accuracy and maybe an occasional pun or two.
In this role, you will learn the ins-and-outs of ReviewTrackers technology and how we onboard clients quickly and accurately. You will partner directly with ReviewTrackers customers to resolve unique inquires and technical issues. We want our customers to rave about their customer service experience like they already rave about our app. At ReviewTrackers, we work with new technology adopters looking for a way to make their online reputation management more efficient. We pride ourselves on providing friendly, patient, and concise next-level support to optimize the customers road to success.
Please note: In order to be considered for this role, candidates MUST include a cover letter. You will not be considered without it. Please tell us about your favorite memory of WOW'ing customer or clients in your cover letter!
How you will make an impact:- Help a large volume of customers troubleshoot and navigate through processes and bugs regarding ReviewTrackers software in an articulate way over email, phone and in-person while meeting or exceeding stated service level agreement (SLA) timeframes.
- Manage and track issues to ensure accurate and complete resolution
- Assist with writing and updating customer facing help articles and other internal documents
- Provide 2nd level support for partner/reseller organizations
- Help and walk customers through the integration and onboarding process
- Manage internal onboarding requests for demo and research accounts
- Escalate unresolved customer issues to appropriate teams
- Research and troubleshoot customer inquiries using the appropriate technology
- WOW customers by sending handwritten welcome cards and mailed goodies
- Work hand-in-hand with all ReviewTrackers team members through entire customer lifecycle, such as, sales resources, references, case studies, onboarding, quality assurance assistance, and training webinars
- 1-3 years of customer service, customer support, community management or account management experience
- Excellent communication skills, and even better phone and email etiquette
- Be a natural empathizer
- Be highly organized, responsible, and resourceful
- Be able to multitask, learn quickly, and manage your time well
- Enjoy planning and identifying new ways to help someone succeed
- Be persistent in getting to the root of the problem. You never leave anything unanswered, and always followup to make sure it has been resolved
- Be even tempered, and able to keep your cool under pressure
- Thrive within a team of people passionate about helping others, self-improvement, and honesty - all with a smile
- Startup culture with lots of room for growth and impact
- Formal and informal career development, including frequent Lunch and Learns
- Transparent environment; all team members have access to company performance information and leadership team
- Well stocked kitchen with healthy snacks
- Casual dress environment
- Company outings (after hours MarioKart tournaments, comedy show nights, salad bar lunches, happy hours)
- Unlimited PTO
- Take your coworker to lunch
- Continuous learning with unlimited books on Kindle
- 100% company contribution for Health, Dental, Life & Vision
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