1 month ago
Job Summary
We are looking for an inspiring, engaged and motivated member to join our customer support team. You have experience of working in fast-paced SaaS environments and have the vision to change the future of learning. Your mission will be to advocate for the customer, and represent their best interest, which will come naturally because you have a deep desire to help people, on an individual and scalable level. You will spend most of your time interacting with customers; solving their questions, and helping them learn and grow, so they get the most from our products.
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:4 years
Job Description/Requirements
Responsibilities:
- Become an expert on the products and features of the passion.io platform, and stay up to date on recent updates and feature launches
- Consistently deliver stellar customer support by delivering personalized solutions to customers via email/chat support and guiding them through various self-service options.
- Achieve Company wide OKRs and KPIs in collaboration with other teams.
- Assist the Customer Support Team Lead with workflows and data for accurate tracking and reporting to different stakeholders.
- Create and maintain an internal knowledgebase system for the internal and external stakeholders
Requirements:
- Customer obsession: Support SaaS customers on a daily basis using Zendesk email & chat support and social media, by providing excellent customer service at all levels.
- Quick learning of new platforms, acquiring functional knowledge quickly
- Detail oriented: Process following including bug reports, payments processing operations but also provide insight on how things could be done different/more efficient
- Data oriented: provide specific information for escalation
- KPI oriented: Hold accountable for 3 metrics (more can be added): PSAT, First reply time, and Full Resolution Time
- You have excellent written and verbal communication skills and the ability to collaborate
- You are ambitious and passionate about quality and you set a high standard for yourself and your colleagues and know how to introduce it as a practice
- You’re the sort of person that crosses the street to help someone struggling with heavy bags, and then walks 3 blocks out their way to help them home.
- You are an extremely structured thinker with a passion for taking action & getting measurable results
- You have the Passion for excellence; not satisfied with the status quo and always thinking of ways to improve
- You are a passionate learner, motivating yourself and others to stimulate personal growth and development
- You love to deeply understand amazing products and customer use cases
- Show initiative on prioritization of tasks and finds how to deliver high levels of service at all times
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