Associate Customer Support Agent

Title: Associate Customer Support Agent

Location: Atlanta

THE OPPORTUNITY:

At SalesLoft, our Customer Support Agents are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will be our front-of-the-line help to get our customers back to engage their buyers. We believe that the most successful sellers have a passionate and supportive team behind them, including you.

The Associate Customer Support agent will focus on the tasks of our Administrative skill group. You’ll learn to provision international numbers within our VoIP infrastructure, ensure compliance with phone regulations for our customers, assist with user authentication issues, and implement custom tracking domains. 

WHAT WE’RE LOOKING FOR:

We seek a self-motivated professional who loves solving puzzles and figuring things out for your customers. We want to continue to ensure our growing customer base feels the "Customer Love"  with prompt support and a personal touch. 

This role is ideal for those who are true problem solvers, champions of customer success and are highly skilled at managing technical issues in an approachable and understandable fashion. On a day-to-day basis, you will be responsible for troubleshooting technical issues for our customers via email and sometimes screen shares.

THE TEAM:

The Support team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• Superb analytical and critical thinking skills.
• Strong desire to learn.
• Exceptional interpersonal skills.
• Experience with time management between competing priorities. 
• Excellent verbal and written communication skills.
• Proficiency in troubleshooting web-based applications

WITHIN ONE MONTH, YOU’LL:

• Attend SalesLoft’s New Hire Orientation, where you will learn our SalesLoft story and understand what makes our “Lofters” unique. 
• Begin 1:1’s with your manager.
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them.
• Complete Support Training where you’ll learn how our customers use the Salesloft platform

WITHIN THREE MONTHS, YOU’LL:

• Work 10-15 tickets per day with proficiency and technical know-how.
• Provide customer assistance via Salesforce case management while prioritizing cases effectively.
• Be comfortable provisioning most international phone numbers with minimal guidance.

WITHIN SIX MONTHS, YOU’LL:

• Self-proficient and gaining a deeper knowledge of complex topics related to VoIP, custom tracking domains, and user authentication.

WITHIN TWELVE MONTHS, YOU’LL:

• Provide training and mentor others on the team. 
• Expanding your knowledge of troubleshooting other areas of Salesloft.

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

SalesLoft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

It is Salesloft’s intent to pay all Lofters competitive wages and salaries that are motivational, fair and equitable.  The goal of Salesloft’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay with our organization.  

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The total compensation package for this position may also include perf