Customer Advocate - Technical Support

Location: Remote (East Coast or Central working hours) or NYC

Conductor is a leading Website Optimization & Intelligence platform. Today’s top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate—and protect—digital growth.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

Summary:

This is an entry-level position. As a Customer Advocate at Conductor, you will play a crucial role in providing front-line customer support to our global customer base. The Customer Advocate is the face of our product and is a burgeoning platform expert. You’ll interact with our customers every day and create meaningful, delightful experiences for them. You will guide users to answers within our knowledge base, educate them on best practices, and troubleshoot challenging technical issues. Partnering with your peers and cross-functional teammates, you’ll work to bring resolution for and clarity to issues raised by both internal (your fellow Conductors) and external customers. You’ll get all the help you need, but you’ll need to be comfortable being independent to be the most successful in this role. 

Duties/Responsibilities:

• Respond to customers promptly and professionally via email and chat to address inquiries, troubleshoot issues, and resolve problems related to the platform.
• Maintain accurate and up-to-date records of customer interactions, inquiries, and solutions in our Zendesk ticketing system. 
• Assist in creating and updating customer facing documentation, tutorials, and knowledge base articles to empower users to self-serve where possible
• Identify and diagnose customer issues and escalate complex or unresolved issues to higher level support or to the appropriate department while ensuring that the customers are kept informed of progress
• Develop and maintain a deep understanding of our Conductor products, features, and capabilities to effectively guide customers and provide solutions to their inquiries or problems.

Required Skills/Abilities: 

• High school diploma or equivalent,; Bachelor’s degree preferred
• Strong communication (written and oral) and interpersonal (organization, friendliness, etc) with the ability to convey complex technical information in a clear and understandable manner.
• A customer-focused attitude, encompassing strong customer service skills – the ability to be empathetic, friendly, accurate, compassionate, responsive, resourceful, and conscientious.
• Ability to be self-critical, with a strong focus on optimizing both your own and the company’s performance.
• Demonstrated problem solving skills and attention to detail.
• Exhibited  sense of urgency and eagerness to learn new things.
• Previous experience in a customer support or technical support role is desirable, but not required.
• Preferably 1 year of Prior Experience working with help desk software (Zendesk, Gorgias, Intercom, etc.) or CRM (Salesforce, HubSpot, etc.) is desirable, but not required.
• Must be willing and able to cover overtime shifts as required. 

Compensation: Conductor maintains competitive, performance-based compensation programs. The base salary range for this role is currently $50,000 -$60,000. Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Benefits: Conductor offers the following attractive benefits and perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days, short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life and accidental death insurance, and a host of perks (one-time remote office set up allowance, YOLO Months, internet/cell phone allowance,  etc.).

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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all