Technical Support Experts for Fast Growing Software Company

  • Posted:
  • Proposals: 28
  • Remote
  • #2457566
  • Open for Proposals
Sheryl R.Social Buzzing ..Mithu S.Manish K.WesternDeal Web Solution + 23 others have already sent a proposal.
  • 15


Experience Level: Entry
Estimated project duration: Ongoing
If you are looking to join other high achievers in an exciting, long-term career opportunity with a global impact then we have the perfect position for you. More importantly, if you want to expand your talents and experience the challenge of a high-growth environment, then I invite you to keep reading....

We’re hiring NEW full-time Customer Success Leads to join our team to support continued customer growth and software launches.

Our Company is passionate about delivering a complete suite of best-in-class marketing automation software and strategies to empower businesses to start up or scale up to their income potential. Our proprietary software solutions include push-button lead generation, automation funnels, video technology, reputation marketing, social media management & paid traffic. Our software & strategies are unlike anything else in the marketplace!

:: Culture ::

We work hard to keep a culture of like-minded individuals striving to embody the ‘customer-centric’ mindset. Our team must be innovative problem solvers that embrace change and see challenges as an opportunity to learn, grow & lead. From each and every keystroke of programming to the way that we engage our customers in support - excellence is required. After all, we strongly believe in ‘your success, is my success’ responsibility to ourselves, our peers and our customers.

: : Key Responsibilities : :

# Customer Support - Provide premium service to customers through phone, email, ticket, chat & community interaction. The outcome of every interaction is customer success.

# Technical Assistance - Tier 1 & 2 troubleshooting and assessment on all product-related issues.

# Product Consultations - Gain practical working knowledge of all assigned software & strategies in order to facilitate 1-1 or small group coaching with customers.

# Retention Calls - Attempt to connect with inactive customers. When connected, create engagement strategies to support customer success.

# Sales Assistance - Assist customers with sales inquiries on products, subscriptions, payment processing, and onboarding through chat, email, phone & video conferencing.

# Documentation - Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company security protocols.

# Resources - identify & draft customer response macros, knowledgebase articles, help videos, and community post responses.

# Reporting - Provide daily & weekly performance reports on KPIs (key performance indicators) including calls handled, tickets touched & completed, retention saves & subscriptions sold.

# Collaboration - Collaborate with Billing, Sales, Product Management, Quality Assurance and/or Technical Leadership to solve technical issues within 24-48 hrs.

# Training - Participate in ongoing training of the software & strategies we teach; professional skills development is expected.

# Misc. - In a fast-growing, entrepreneurial organization everyone is expected to help when the need arises.

!!! Minimum Requirements - Candidates are expected to meet the following minimum requirements:

*Schedule - Must be able to work 9am to 6pm Eastern Standard Time hours (includes hour lunch). Overtime is possible.

*English - Must be fluent in English including exceptional written, conversational and video presentation abilities.

*Office - A dedicated, quiet space to perform duties as outlined.

*Hardware - Reliable hardware including: computer, mouse, keyboard and headset.

*Internet - Must have high-speed internet access; including reliable backup for outages.

*Positivity - An attitude of excellence (not perfection) is a minimum requirement for everyone.

*Communication - We win and lose as a team. Intentional, proactive communication is imperative for success in a virtual office.

*Problem Solving - Serving a global customer base with over 10+ enterprise software applications will require advanced problem-solving abilities.

: : Software Experience - Candidates with experience using the following software are strongly preferred:

*Infusionsoft (or similar)
*PayPal, Stripe, Braintree (or similar)
*Zendesk (or similar)
*Calendly (or similar)
*Jira (or similar)
*Intercom (or similar)
*Social Media: Facebook Groups, Facebook Messenger
*GoToWebinar (chat management)
*Google: Mail, Calendar, Drive, Docs, Sheets
*Appointment Core (or similar)
*Jing (or similar)

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