Who You Are:
- You love to tackle new, and often complex, problems.
- You are driven to learn and create new materials to help you, our team, and our customers succeed.
- You adapt to change well, and can easily iterate on existing tasks/projects when change is necessary.
- You are proactive, a great communicator, detail-oriented, and tech-savvy.
- You always see a project through from start to finish.
- You are able to take on new projects with minimal supervision, and you’re able to take initiative when tasked with something you’re unfamiliar with.
What You’ll Do:•
- Maintain your support ticket funnel and be as responsive as possible to the customers in your queue as well as the shared Support inboxes.
- Help the team, in general, to stay on top of the Support team’s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.
- Own the customer communication component of support tickets and ensure that customers are informed of any updates in a timely manner.
- Become skilled in the Formstack platform within 6 months.
How You Will Succeed:
- Consistently meet or exceed KPI goals
- Complete delivery of quarterly KR’s in a timely manner with a focus on results
- Research, troubleshoot and solve technical issues efficiently and effectively
- Qualify, prioritize, and close technical customer problems
- Be able to work well with other teams within and outside of the CX organization
- Communicate frequently; include any progress, roadblocks, successes, and failures
- Use tools relevant to your specialty skill to troubleshoot advanced issues
What/Who We’re Looking For:
- Typing skill, 50wpm minimum
- Proactive
- Resourceful
- Able to work successfully with minimal oversight
- Able to think outside the box and look for alternative solutions
- Willing to learn
- Handles change well
- Flexible, able to work weekends, holidays, late shift
- Must be fluent in written and spoken English
Bonus Points:
- Previous support experience
Salary Range: $40,000 – $45,000 base (USD)