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Customer Support Specialist 🔥

Location: Remote

Malbek is seeking a highly motivated and energetic individual with a passion for helping clients maximize adoption of our cloud-based solutions to join our Customer Experience team as a Customer Support Specialist. The Malbek team is very passionate about maintaining our culture and affording the opportunity for all team members to actively contribute to executing our vision.

The Malbek Customer Support Specialist is responsible for ensuring continued customer satisfaction by performing technical support tasks and issue resolution. The ideal candidate has a passion for helping customers and approaches each situation with empathy and success mindset.

Duties & Responsibilities:

  • Be responsible for daily management and analysis of a queue of customer support tickets, level 1 and 2 tickets, developing necessary actions to resolve issues with highest levels of customer satisfaction, interfacing with the customer through tickets, email, and Zoom as required.
  • Monitor all assigned cases and update all activities on company tracking system, Zendesk.
  • Analyse customer issues and develop necessary actions and ensure optimal levels of customer satisfaction.
  • Gather and present details for backline support help requests; assist with prioritizing issues for future fixes.
  • Partner with the Customer Success Managers to manage escalations raised by clients to resolution and maintain customer satisfaction with our services and solutions.
  • Proactively identify potential escalations or gaps and work with the Customer Success Managers to minimize or prevent.
  • Provide consultative advice and configuration support to customers seeking guidance on new features or handling new requirements.
  • Advise when consulting services are necessary.
  • Set up data to mimic the customer’s issue and document detailed steps to reproduce in order to review with internal teams
  • Troubleshoot client reported issues and conduct root-cause analysis; determine if an issue is a defect, configuration, or training issue.
  • Contribute to online help content and internal knowledge base.
  • Troubleshoot technical support issues related to system and data integrations, API use, and MS Word add-in with available tools including but not limited to various log files.
  • Collaborate with other Customer Experience team members to understand complex implementations that have been deployed to provide white glove service support to our customers.
  • Contribute to internal testing and QA.
  • Manage feedback from clients that will feed into Product Management.
  • Contribute to Support metrics management of CSAT, CES, and NPS.
  • Collaborate with the Customer Success Manager to provide support ticket data for customer health checks.
  • Assist with reacting to customer surveys, acting on both internal and external action items.
  • Provide product enablement or configuration assistance to clients as part of the support process and customer success initiatives.
  • Collaborate with internal stakeholders to ensure obstacles to success are known and resolved in a timely manner.
  • Assist customers with using beta and newly released proprietary Malbek features and integration connectors.
  • Duties may also include contributing to Malbek Partner network support.

Required Skills

  • Excellent written and oral communication skills, across multiple channels, including email, chat, phone, and web
  • Strong analytical and problem-solving aptitude
  • Ability to communicate technical information to non-technical users
  • Ability to adapt to changing priorities
  • Customer success focused mindset
  • 2+ years’ experience in software implementation or technical support role
  • Previous CLM (Contract Lifecycle Management) and Salesforce.com experience a plus
  • Experience with customer support platforms such as Zendesk and DevOps tools such as Azure DevOps or Jira
  • Highly proficient in MS Word; advanced Word skills highly desired
  • Experience with UI and API integration to web applications
  • Detail-oriented and inquisitive, self-motivated.
  • Team player and positive attitude even in times of stress or conflict
  • Strong multi-tasking and organization skills
  • Willingness to work alternate schedule based on Malbek’s support hour coverage plan and participate in weekend rotation.

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