Customer Support Specialist

Description:
? Provide email support to uConnect customers via internal ticket queue.
? Resolve general questions, complete platform configuration and set up integrations on clients? behalf.
? Troubleshoot and escalate issues to relevant functional teams or account owners.
? Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports.
? Maintain high standards for response and resolution times, ensuring user satisfaction.
? Collaborate with the Support Team to share trends, insights, and improve the overall user experience.
? Review documentation and flag opportunities for additional internal and external, client-facing documentation.
? Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.

Requirements: ? Ability to follow directions accurately and efficiently. ? Excellent verbal and written communication skills. ? Ability to work... independently and as part of a team. ? A willingness to learn and ask questions. ? Strong help desk skills with a focus on resolving user issues promptly. ? High attention to detail and ?reading between the lines? of customer requests. ? Willingness to ?roll up your sleeves? and troubleshoot issues quickly and efficiently. ? Experience configuring fields in an admin console within a SaaS product. ? Experience with DNS, SSO, .csv imports, and spreadsheets. ? Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue. ? Familiarity with HubSpot Service Queue or similar support platforms is a plus. ? Knowledge of WordPress or previous experience using uConnect is a plus. ? Previous experience in an Enterprise SaaS Customer Support team.

Benefits

Apply Job!

For more such jobs please click here!