Customer Support Representative

Company Description

Scaled Agile, Inc., (SAI) helps enterprises thrive in a world of change with SAFe, the most trusted system for learning and practicing agile ways of working. Together, SAFe Studio and SAFe’s proven framework provide everything individuals and teams need to link evolving strategy and execution. SAFe works by building a culture of resiliency that engages employees and focuses on customers so organizations can work with agility. Backed by a global network of partners and community of professionals, SAFe promotes collaboration so today’s leaders can build a better future.

Based in Boulder, Colorado, SAI is a member of the Pledge 1% corporate philanthropy movement. Through this program, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

Job Description

Overview of the position:

As a new member of our fun and collaborative Customer Success team (we are not a call center), you will play a direct role in helping our global customers and learner members achieve their goals of successful implementation of Agile at Scale, SAFe Collaborate, and Learning and Certifying in SAFe.  

The Customer Success team provides world-class support to internal and external customers, and you will play an integral part in our ongoing success. Opportunities for personal development and growth exist as the company continues to expand and develop globally.

What you’ll be doing: 

As a member of the Customer Success team, you will be responsible for providing the highest level of customer service and support to our community members by:

• Being part of the overall front-line support for customers and partners online, over the phone, and at events
• Responding to customer inquiries in a timely and courteous manner via phone and tiered support case management system
• Training members on Scaled Agile’s Community Platform
• Scheduling exams, surveys, certification results, and related student follow up
• Coordinating and disseminating licensed courseware purchases
• Improving and documenting the Scaled Agile Customer operations processes
• Supporting Scaled Agile training classes and events
• Working with the Scaled Agile Partner Development and Enterprise Solutions teams to enhance the partner and enterprise customer experience
• Supporting  distribution and communications when new courseware is released
• Maintaining the LMS (Learning Management System) with exam updates, courseware, and video learning
• Completing Other Scaled Agile projects as driven by the needs of the business.
• Relentless improvement of the customer experience by reviewing and acting upon customer feedback

Qualifications

What You’ll Bring to the Role:

• 2+ of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model
• Comfortable using own judgment and being proactive to resolve member issues
• Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, SalesForce, Customer Success tools/solutions
• Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc)
• Knowledge of Salesforce a plus
• Must thrive in a high volume environment to meet Key Performance Indicators driving improvements to Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.
• Strong problem solving skills with creative approaches
• Clear, concise and engaging written communication style 
• Superb organizational skills,  strong attention to detail, deadline-driven, and punctual
• The skills to work independently but to also ask for help, direction, clarification when needed.
• Ability to identify problems and explore potential solutions that can be presented clearly to customers
• Effective time management skills with an ability to prioritize, meet deadlines and provide superior customer service

Location: 

Due to our high growth volume, we want to expand our team coverage to better support our global community base. We seek a remote employee from a home-based office to cover the US time zones. In this position, you can live anywhere in the US and be qualified to join our team.  The coverage for support needed is one of the timezones below. #LI-Remote 

• 10 am to 7 pm EST
• 9 am to 6 pm CST
• 8 am to 5 pm MST
• 7 am to 4 pm PST

Additional Information

Compensation:

Scaled Agile is committed to fair and equitable compensation practices. The