Customer Support Specialist

| Chicago

About The Role

The Customer Support Specialists support customers and Yello’s internal Customer Success Organization to enable optimal usage of Yello products. Customer Support Specialists will provide support to customers by handling inquiries, troubleshooting product-related issues, and advising on best practices. In addition, Support Specialists will assist with customer requests presented by our Implementation, Integrations, and Customer Success Management teams.

How You'll Make An Impact

  • Obtain advanced knowledge of Yello products and services
  • Respond to customer inquiries and requests that can include: troubleshooting, system customizations, and resolving service issues, 
  • Demonstrate a proactive, solution-based approach to enhance customer relations via calls and emails.
  • Participate in monthly after hours coverage, in rotation with the rest of the Specialist team. 
  • Conduct user training (onsite or remote) on Yello’s award-winning web and mobile-based applications which will include interpreting and resolving user questions concerning system use.
  • Exercise independent judgment to determine the root cause of the issue and find a resolution
  • Manage resolution process including escalations of possible bugs to production support. 
  • Assist other Customer Success teams in completing customer tasks such as system configurations and reporting   
  • Partner with Engineering or Product teams as needed to test software applications
  • Identify and implement opportunities for increased operational efficiencies with clients' plans to enhance client service delivery
  • Work cross-functionally to ensure accurate and timely updates to our customers
  • Contribute to special projects to improve internal/external processes and client satisfaction

What We're Looking For

  • Undergraduate or graduate degree or equivalent experience
  • Preferred 1-2 years of customer support experience in the technology industry
  • Bright, ambitious, solutions-oriented self-starter are qualities we look for in a candidate
  • A passion for Customer Support is essential
  • Interest in Technology and being able to learn quickly
  • This role frequently communicates/interacts with others, must have strong written and oral communication skills
  • Candidates who are experienced in Google Suite and Salesforce would be ideal
  • Must understand customer demands aren't always between 8am-6pm and be available if necessary
  • May require limited travel
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • FigmaDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We're located in the Loop, a block from the Art Institute and Millennium Park. Our office offers panoramic 360 degree views of Chicago.

What are Yello Perks + Benefits

Yello Benefits Overview

Health
Wellness
Financial
Giving
We've got you covered!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Yello has a number of committees and groups including the Flair committee as well as [email protected] and [email protected] (to name a few)
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company sponsored short-term disability insurance covers 100% of annual salary for up to 13 weeks.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Company sponsored life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Yello provides employees with a 401(k) matching plan managed by John Hancock. We match 3% of contributions with a 4-year vesting schedule.
Company Equity
Yello offers equity to employees at their 1 year anniversary.
Performance Bonus
Yello's performance bonus is an annual bonus of up to 10% of an employee's base salary. Payout is based on company and individual performance.
Match charitable contributions
While we don't match yet, we value giving back to causes that create a positive social impact. Through Percent Pledge, we help employees seamlessly give monthly to their favorite causes
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Yello offers employees professional development opportunities like the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Yello hosts lunch and learn meetings twice per month.
Cross functional training encouraged
Promote from within
Time allotted for learning
Yello has a 'Learning Day' every 2 weeks on Friday to allow employees to set aside half a day for learning of any kind.

Additional Perks + Benefits

Yello sponsors office sports leagues and offers discounted memberships to Chicago Athletic Clubs. • Yello is dedicated to supporting career progression through professional development opportunities, mentorship and continued education • Yello offers the benefit of a student loan repayment plan and a 529 plan through BenefitEd with an annual company match to help you or your family continue your financial health. Yello offers healthy catered lunches each week and 2 fully stocked kitchens with fresh fruit and snacks to keep you nourished.

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