Aclaimant Customer Success is an essential function to ensuring the success of each of our customers.  This includes supporting their needs post-implementation.  We are looking for a customer-focused, but technical person to fill the role of Customer Support Specialist I.  The person needs to have some experience managing simple and complex customer support projects, some experience with relational databases/analytics/data science is a plus!

What is expected of this role?

• Provide exceptional customer service while responding to telephone calls, e-mail, chat and personnel requests for technical support. Track & monitor the problem to insure a timely resolution and follow-up (~50%)
• Ability to complete customer post-implementation projects working with Customer Success, Data Services and Implementation Teams (~50%)
• Resolve product or service problems by clarifying the customer's inquiry; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
• Demonstrate analytical problem-solving skills by balancing the use of trouble shooting tools with a practical application of experience and creativity in minimal time
• Complete technical tasks, understand metrics, and take on complex customer requests
• Tag and prioritize customer requests; helping build the support systems and processes along the way.
• Keeps detailed records and finds ways to improve internal support processes and find efficiencies

Qualifications

• 1 - 3 years technical support/complex customer care experience, preferably with a SaaS company
• Experience with B2B work, supporting external customers
• Familiarity with Salesforce and support ticketing software (i.e. Zendesk, Salesforce Service Cloud, Intercom, or Other)
• Communication skills – this role relies heavily on both written and verbal communication when interacting with customers and directing team members
• Ability to multi-task, prioritize and manage time effectively
• Ability to understand, write, or learn basic product-grade coding, a plus!
• College degree preferred

What's great about working at Aclaimant: 

• Full health benefits for employees
• Retirement plan/401(k)
• Remote work if you need it, we are headquartered in Chicago
• Flexible vacation policy
• Great culture and fun events:  currently trending, virtual happy hour and book club
• Smart, saavy and helpful Aclaimers/teammates