Ft Customer Support Specialist - Work From Home 🔥
They are especially excited to hear from candidates who bring the following things to the table:
- The ability to 'play the tape all the way through' and anticipate what the customer will ask/need next
- Positive attitude whether working independently or collaboratively
- Excellent written and verbal communication skills
- Previous customer support experience in a SAAS environment
- Sense of ownership and a self-starter mindset
- Previous experience in training, customer success, or account management.
- Respond to queries from customers and prospects (leads) in a timely and accurate way, via phone, email or chat
- Follow up with unresponsive customers and leads to ensure their questions are resolved
- Proactively identify customer needs and help customers use specific features
- Support (and grow) their payout, dispute resolution, and fraud processes
- Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
- Gather customer feedback, feature requests, and workarounds, and proactively suggest improvements
- Update their internal and external documentation as new and improved product features are released
- Qualify leads and efficiently connect prospective clients to the Success team for demos
- 2+ years of experience working in the technology and/or nonprofit industries
- 2+ years of experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools (i.e. Intercom, Zoom)
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Remote Work: Work from anywhere in the United States.
- Health Insurance: They offer Medical, Dental, and Vision insurance covered 100% for employees.
- Vacation and Holiday: 15 days paid vacation time to start plus additional days per year with the company. They also take off all 10+ Federal Holidays and provide 2 floating holidays.
- Team Retreats: Team trips each year to meet and work in person as soon as it is safe to do so.
- Discretionary Budget: They provide elective reimbursements for home office expenses, charitable donations on Givebutter, and more.
- Training and Development: Take part in department and company-wide training and development.
- Love What You Do: They are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.