ServiceBridge is a SaaS platform that helps field service companies run their operations. As a Customer Success Specialist, you will be an integral part of the customer support experience for ServiceBridge customers. You will handle all inbound support requests and act as the single point of contact for the customer until the issue is resolved. You will become an expert in the ServiceBridge product, and work with the development team to resolve customer issues. You will also help maintain the product support documentation.

Responsibilities

• Handle inbound customer support tickets received by phone, chat, and email
• Own the customer relationship from initial contact to issue resolution
• Work with product development to track issue resolutions and product customizations
• Support customer on-boarding and activation
• Become an expert in the product
• Create and maintain product support documentation

Requirements

• Previous support experience with SaaS software
• Previous customer service experience
• A genuine interest and enjoyment in technology
• Passion for and confidence in talking to customers all day, every day
• A professional, empathetic, patient, and confident written and verbal communication style
• The ability to translate complex, technical information to non-technical users
• Ambition, eagerness and the will to learn and improve upon your own skills
• Great problem-solving skills
• Goal-oriented self-starter
• Excited to contribute to a team
• Adept at time management
• Comfort with a fast-paced environment

Bonus Points

• Familiarity of web and mobile technologies (HTML, CSS, JavaScript, APIs, etc.)
• Experience with live chat and phone support
• Familiarity with Intercom, Zendesk, and Jira
• Basic understanding of general accounting principles (credits, debts, invoices, payments, taxes, etc.)

Benefits

• A development-focused international company with a variety of challenging and compelling projects
• Opportunity to grow in an informal style of communication and management environment that is constantly looking for great team players and leaders
• A chance to work with the top talent professionals and award-winning teams
• Participation in professional improvement seminars
• Competitive salary and performance-based bonuses
• Health, dental, life, vision, and long-term disability insurance
• Four weeks paid vacation plus standard United States holidays
• 401(k) plan
• Maternity/Paternity benefit
• Gym membership
• Team building events, Friday lunches, and stocked kitchen
• Employee referral bonus program