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Technical Product Customer Support 🔥


Technical Product Customer Support Customer Success | Remote, USA

Fulcrum’s mission is to improve the way field teams work by streamlining inspection processes to ensure safer, higher quality, and compliant outcomes. We are committed to empowering field teams every day with our SaaS field inspections management platform that allows non-developers to digitize field inspection processes in minutes and hours rather than weeks and months. The result is a data-driven approach to managing field inspection teams that improves team performance, keeps critical infrastructure projects on track, ensures existing infrastructure/service availability, and eliminates regulatory compliance headaches.



We are looking for a proven Technical Product Support Representative to join our team to help us accelerate our current customer’s success and ensure the success of our next 5,000 customers. If you thrive in a fast-paced setting and have experience supporting customers for a product-led growth SaaS company that is scaling rapidly, Fulcrum is the ideal next step in your career.



Summary



Your primary responsibility, first and foremost, is to be the product expert that delivers timely and accurate information that helps solve our customer’s challenges. Our Technical Product Customer Support Representatives are on the front line communicating with customers and potential customers through various tools to create a great customer experience. Using tools such as chat and ticket management, leveraging auto-replies and knowledgebase to assist, responding to inquiries around the product/service features and function, as well as troubleshooting and support. This team maintains a high customer satisfaction rate, looking for a new team member to learn and grow.



Objectives
  • Fast Customer Responses: Our customers are often “in the field” where time is money and we act with urgency to resolve their questions.
  • Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, which starts with giving them accurate information the 1st time they reach out.
  • “Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience
Roles & Responsibilities
  • Handle customer and prospective customer inquiries, primarily originating from chat/email/support desk, focused on product functionality and onboarding, to troubleshooting and developer support.
  • Become a Fulcrum product expert, understanding capabilities for how to help customers build their mobile applications, as well as troubleshooting API integrations, helping to set up users, building robust reporting, etc...
  • Provide accurate, valid, and complete information by using internal tools and documentation, escalating for additional support as needed.
  • Provide feedback to the Management and Product Development team on potential areas of improvement, as well as feedback on customer-facing tools and documentation.
  • Report issues (bugs) to the Fulcrum Engineering team and keep track of the progress.
  • Reroute customer inquiries to Sales for follow-up or to address potential sales or upsell opportunities.
  • Work to maintain high CSAT levels, including first response rate, time to resolve, and NPS target rates.
  • Although the majority of support is done electronically, occasional phone calls to resolve customer inquiries in a more timely fashion may be required.
  • Create and update clear help documentation to assist our customers


Requirements
  • Customer Focused, with a relentless drive to help customers to succeed
  • A positive attitude in the face of an ever-changing and dynamic environment
  • Action-oriented and full of energy for the things you see as challenging. You are not fearful of acting!
  • Solution Architect - You use a consultative approach to interact with technical and non-technical users, and enjoy solving problems
  • You Love Change and can shift gears comfortably. You have the ability to thrive in a fast-paced, high-performance environment.
  • Technical Learning and Expertise; Strong aptitude for understanding technical aspects of Fulcrum in order to design and communicate solutions that solve customers’ business problems
  • Interpersonal Savvy - You relate well to all kinds of people, up, down, and sideways, inside and outside the organization
  • Highly developed organizational skills and the ability to prioritize tasks and meet deadlines with a quick turnaround.
  • Outstanding verbal and written communication skills along with the ability to connect with and engage customers
  • Ability to work independently - Work Hours may vary depending on department needs.


Preferred Education and Experience
  • Demonstrated knowledge of Javascript, CSS/HTML, and SQL.
  • Proven hands-on customer support experience, preferably in a technical environment.
  • Ability to handle customers of multiple levels and skill sets, from basic service questions to complex developer/technical conversations.
  • Ability to multitask, prioritize, and manage time effectively.
  • Finely tuned oral and written communication when handling ticket management.
  • High comfort level with technology and solving technical problems.
  • Familiarity with CRM and/or help desk systems and practices. Intercom and Salesforce experience a plus.
  • A natural problem solver and ability to proactively identify potential issues, bugs or challenges.


Qualities we're looking for
  • A GTD attitude. Identify next actions, communicate intent, and execute. We're a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.
  • Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don't micromanage, you'll be expected to own and deliver.
  • The desire to build something great and bring technical solutions to people to solve their problems.
  • Bonus: You {love coffee, love software + products, have a good sense of humor}






We offer an opportunity to make daily impacts in support of our aggressive strategic growth plans as well as experience professional and personal growth as an integral part of a high-tempo, unique culture. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A successful candidate will be subject to reference checks and business due diligence verification. Fulcrum also offers an outstanding benefits package including medical, dental, vision, 401(k) and more. For more information please visit www.fulcrumapp.com.





Fulcrum provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Fulcrum complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Fulcrum participates in E-Verify.

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