Customer Support Specialist

Are you passionate about building strong rapport with customers and learning technical skills? Do you have a knack for problem solving? Do you enjoy working with software to create impactful solutions for end-users? Are you looking to make a splash as part of a small but growing team? If you answered “Yes'' to all those questions, then we’re looking for you!

The Customer Support Specialist plays a key role on the Customer Success team, otherwise known as FMX’s secret weapon. We stand out in the industry due to our world-class customer support, which has earned us a 98% customer satisfaction rating! Customer Support Specialists are FMX product experts and act as the frontline support for all customer questions and technical issues. In this role, you’ll manage a high volume of inbound support tickets, phone calls, live chat messages, and specialized customer projects and also provide product support for our implementation and retention teams. You’ll be expected to take initiative, meet project deadlines, and provide timely responses to customer inquiries. You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way.

You can expect to dedicate 75% of your time to supporting our customers, 15% investigating product-related issues, and 10% providing assistance to the implementation and retention teams.

Responsibilities:
As a Customer Support Specialist, you will:

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high-level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow
  

Tech Stack

• FMX (We love our own product!)
• Zendesk
• RingCentral
• Intercom
• Microsoft Excel

Requirements

• What are we looking for in this role?:
• 1-3 years of experience in Customer Support, SaaS, or a related role
• BS/BA degree is preferred
• Background in customer support and/or IT helpdesk is a major plus
• Customer-centric mindset; a 98% customer satisfaction rating is a mark you strive to uphold
• You’re a problem solver and have demonstrated the ability to analyze, troubleshoot, document and resolve complex technical issues in a timely manner
• Can handle a high volume of support cases and consistently meet established SLAs
• Exhibit exceptional written and verbal communication skills
• You’re compassionate and skilled in building rapport and relationships with customers
• Proven experience working in a deadline-driven environment with great results
• You take pride in your work; quality is of the utmost importance
• Comfortable leading training sessions with end-users with varying levels of technical knowledge
• Demonstrate a high attention to detail and excellent time management/organizational skills
• Innovative mind and can use your creativity to create impactful solutions for end-users
• Self-motivated and able to thrive in a fast-paced, competitive environment
• You embody our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity
• Willingness to travel a few times a year

The hiring process for this role:

• Apply! Submit your resume and answers to the application questions below via the Workable portal.
• Phone screen with HR: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
• Hiring manager conversation: A 60-minute conversation with the Manager of Customer Support and the Director of Customer Support. Be prepared to discuss your background as well as what you