Customer Support Specialist I (Remote - US)

***We are aware that some job seekers - who have not applied for Skilljar roles - have been contacted by individuals posing as Skilljar recruiters. Please note that all official communications from our team will come via an @skilljar.com email address. All interviews are conducted via phone, Zoom, or GoogleMeets (audio or video)***

Skilljar is seeking a Customer Support Specialist to join our growing Support team here at Skilljar! This group helps our customers address and mitigate issues within the Skilljar platform. As part of a growing team, you’ll have an outstanding opportunity to work across many abilities while having an impact on our customer's experience!

We’re looking for a conscientious self-starter who enjoys wearing multiple hats and thrives in a dynamic environment. You must be forward-thinking and highly collaborative with a love for problem-solving. This is an excellent opportunity to join a growing startup.

Responsibilities:

• Serve as a contact for customer-facing support and technical requests
• Own product-related inquiries through to resolution
• Demonstrate your product knowledge and customer service skills to provide guidance and solutions to help enable the success of our customers
• Maintain a high level of customer satisfaction to increase customer retention and drive expansion
• Support our Customer Success team with technical configuration and integration set up as needed
• Tackle technical issues in partnership with Services and Support Engineers
• Partner with our content creation team members and contribute on the creation of customer and internal-facing help documentation
• Help the business build and update processes as needed
• Collect customer product requests and drive agile prioritization through Skilljar’s development process

Requirements:

• 1-3 years of experience in a customer-facing support role supporting a technical product
• Ability to multi-task and effectively prioritize incoming customer requests (queue management experience required)
• Effective verbal and written communication skills with a passion for client service
• A highly collaborative teammate who works well in remote environments
• Outstanding interpersonal skills with a broad range of external and internal teams
• Highly self-directed and comfortable in a fast-paced environment with ambiguous and constantly evolving requirements.
• Experience working with HTML, CSS, and Javascript is highly preferred

Skilljar Base Pay Philosophy:

At Skilljar, we strive for salary range transparency in our hiring process. This is a major step towards not only complying with state and local regulations where required, but also to make sure Skilljar is putting pay equity and DEIB top of mind during the hiring process. Base salary is only a part of the total rewards package - this role will also be eligible for a new hire equity grant in the form of stock options. Below is the base salary range for this role:

Base Salary: $38,200 - $73,300   

Our Benefits:

• Comprehensive Coverage: Skilljar pays 100% of our employee premiums for dental, vision, disability, and basic life insurance. We offer three medical plan options - one of which pays 100% of employee premiums.
• Flexible Time Off: We believe in a healthy work/life balance and trust our employees to take the time off that they need to bring their A-game to work.
• Paid Parental Leave: For our employees starting or growing their families, Skilljar offers paid parental leave for both birthing and non-birthing parents.
• Benefits Package: Skilljar employees have access to a monthly technology reimbursement for remote work, a 401(k) savings plan, stock options, tax-advantaged accounts such as HSA and FSA, voluntary insurance, and access to an Employee Assistance Program.
• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive. A few things you can anticipate: Quarterly Skillet Socials, lots of active Slack channels (including dedicated channels to a themed Thursday, giving kudos to one another, and sharing our remote-working experiences), opportunities to get to know other Skillets across departments, and more!

The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundatio