Key skills
SalesforceProject ManagementCommunication
About this role
Role Overview
- Deliver exceptional customer support via phone and email
- Serve as the first point of contact for technical inquiries
- Address non-technical customer issues and provide support for account changes
- Investigate outage alerts and escalate to the appropriate technical team
- Serve as a liaison between customers and internal teams
- Conduct proactive customer outreach and support ad-hoc data cleanup initiatives
- Understand and identify support trends
- Adhere to all external SLAs and internal SLOs for support tickets and phone calls
Requirements
- 1-3 years of direct, customer-facing experience (B2B a plus but not required)
- Outstanding communication skills
- written and verbal
- Intermediate technical acumen
- Familiarity with using helpdesk and project management tools like Zendesk, Asana, Salesforce, etc.
- Strong problem-solving skills
- Ability to prioritize, problem-solve, multitask, and work independently
- Impeccable attention to detail
- Personable and relatable, with the ability to connect with customers
- Prior helpdesk experience in the service provider industry a plus
- CompTIA A+ certification or equivalent a plus
Benefits
- Company-sponsored Medical, Dental, Vision Coverage
- Company-sponsored 401(k)
- Commuter & Wellness Reimbursement
- Competitive PTO