Description
We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting
Responsibilities
You’re a superhero, but with a computer instead of a cape. Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers.
You’ll clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
You’ll be a compliance expert – making sure our customers are responsible texters.
Participate in writing excellent help documentation—both for internal use and for our customers
Escalate bugs to our customer technical support team
Work on specialized projects, as you become more comfortable in the role
Become a SimpleTexting power user—before you can support others, you must know the product yourself
Requirements
English is your primary language. Secondary languages are a plus.
At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
You can translate technical ideas for non-technical audiences
Demonstrable critical thinking, communication, and creative problem-solving skills
Ability to learn new software platforms quickly
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Familiarity chat and CRM platforms
Preferred
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
Benefits
Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be. In addition, we offer the following benefits:
STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
The annual starting salary for this position is between $36,500 – $45,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.
