Posted: Thursday, January 18, 2018 12:03 AM
Seeking an innovative Customer Support Specialist to help grow our support organization in a fast-paced technology growth environment. In this role you will manage incoming support requests from various channels, create, triage and distribute tickets to the appropriate resources and maintain customer communications throughout the process. This role will include supporting customers directly as well as supporting our Account Managers.
The Shelvspace team are Software as a Service (SaaS) leaders in Consumer Packaged Goods (CPG) enterprise technology. Shelvspace accelerates the success of retail sales teams by unifying fragmented data and driving custom enterprise workflows to solve critical shelf-level sales and distribution gaps for CPG executives with brands like Chobani, Bai, and Shamrock Farms.
Help with the setup and implementation of new customers including configuring accounts and ensuring they have the data and setup needed to be successful
Own and drive resolution to customer requests for technical and non-technical questions
Take ownership of support tickets, adhering to SLAs and resolution time commitments
Interact with customers and determine knowledge gaps
Collaborate and facilitate communication with Customer Love and Product teams to prioritize work and resolve issues
Post, edit, and maintain the quality of support articles and videos
Work with Customer Love team to assist in activities that include but not limited to: setting up the application for new customers, solving queries, directing them to relevant knowledge base articles and educating them to help themselves
Troubleshoot and resolve issues with the product development team
Preparing customer data into standardized formats using excel and ETL tools
Quality assurance and validation of data sets
Monitor and improve support processes
Apply good listening skills to really understand a customer problem and help them solve it
Participate in the testing of new product releases
Provide remote troubleshooting and technical support, via phone, web based tools, and email
2+ years of experience working with software heavily
2+ years of experience in a customer service, support, or consultative environment
Ability to troubleshoot by reviewing log files
Ability to communicate technical concepts to non-technical users
Ability to work with end-user customers directly in a courteous and professional manner
Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
Excellent verbal and written communication
Self-directed, proactive, strong problem solving/troubleshooting skills
Bachelor's degree in computer science, economics, statistics, mathematics or a related quantitative field is ideal, but not required.
Compensation and Benefits:
Competitive salary commensurate with experience
Generous medical/dental/vision package
Unlimited vacation policy; work hard and take time when you need it
The freedom to think and create without boundaries
Please send over a cover letter and resume to email@example.com to be considered for the position.
Please do not apply if you’re looking for a “normal” punch in/out day job; we have careers, not jobs. You must be motivated for fast paced growth and the hectic, challenging demands of an early stage company. Our culture is very open that demands high trust and to be willing to engage with team and help push each other to next level of growth.
• Location: Phoenix, Scottsdale, AZ
• Post ID: 67704087 phoenix