Customer Support Specialist

The Schoolinks Customer Success Team is continuing to grow as we bring on new customers. We're looking for a Customer Support Specialists to continue to build out our team providing world class customer support.

Responsibilities

• Manage incoming customer inquiries and perform root cause analysis to understand what problems user is facing.
• Customer inquiries will be handled over live chat and email.
• Create collateral and training videos for new features.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Take the extra mile to engage customers.
• Occasional night chat support

Requirements

• 2-3 years of customer service experience in SaaS
• Ability to clearly communicate both verbal and written to customers.
• Proven customer support experience or experience as a client service representative
• Experience working with various systems such as, Intercom, ticketing systems, video software, etc.
• Experience working with Django and Jira is a nice to have.
• Ability to multitask, prioritize, and manage time effectively.
• Looking for someone in the Central, Mountain, or Pacific US time zones.

Benefits

• 100% health care coverage
• 401K with matching
• Dental & Vision
• Parental Leave
• Subsidized gym membership
• Annual team offsite
• Unlimited snacks, coffee, tea (in-house only)