Customer Support Specialist

Description

Job Summary:

The Benchmark Customer Support Specialist will be responsible for performing a variety of duties related to the post-sales support for our valued law enforcement partners. This will include providing support through various channels such as via phone and e-mail.

This vital, customer-facing role demonstrates passion in solution-finding, issue resolution, and providing information and guidance in a simple and straightforward manner. Individuals interested in becoming a Customer Support Specialist are lifelong learners with a service mentality, who are excited to understand their customers’ specific requirements and guide them toward solutions that delight them. Successful Technical Support Specialists enjoy being challenged and using a continuously updated knowledge of the software platform to help customers achieve their immediate goals.

Customer Support Specialists have the opportunity for advancement and growth via multiple pathways based on performance and growth.

This role includes working on weekends and holidays on a rotating basis. The responsibility for weekend and holiday coverage is shared among the team and is communicated at least 4 weeks in advance.

Duties/Responsibilities:

• Engages with customers via multiple support channels (telephone, email, chat)
• Interact with customers with clear and efficient communication, ensuring best-in-class service and complete customer satisfaction.
• Answer inbound customer queue calls
• Responsible for identifying customer risk and escalating as appropriate
• Contribute to team effort by ensuring the highest possible level of customer delight by understanding the needs of the customer with intuitive or directive conversation and questioning techniques.
• Maintain customer records by updating company-defined systems (e.g. Saleforce, Jira, Confluence).
• Provide platform support, best practice knowledge, and training and reference materials that reinforce learning or issue resolution.
• Deliver an exceptional customer experience while meeting internal and external expectations and deadlines.

Requirements

Required Skills/Abilities:

• 3-5 years experience in a customer-facing software support role on an enterprise SaaS platform. 
• Demonstrated experience providing quality frontline customer support to end users
• Naturally curious individual who enjoys problem solving directly with customers.
• ”Can do” high-energy individual who can remain calm under pressure
• Proven business and technical acumen
• Works well in a fast-paced environment.
• Open-minded, flexible, and collaborative team player, who can effectively communicate with clients, peers, and all levels of management.
• Embrace change and proactively raise new ideas to improve the performance of the team.
• Experience working with multiple teams to ensure all aspects of a customer’s needs are fully addressed
• Excellent oral and written communication skills.
• Strong logical, analytical, and reasoning abilities. Extremely detail oriented.
• Experience with CRM platforms (Salesforce preferred)
• Demonstrated experience with troubleshooting bugs with customers
• Open-minded, flexible, and collaborative team player, who can effectively communicate with clients, peers, and all levels of management.
• Excellent oral and written communication skills.
• Strong logical, analytical, and reasoning abilities. Extremely detail oriented.
• Experience with CRM platforms (Salesforce preferred)
• Excellent analytical and procedural thinking skills and are quick to embrace new ideas and technologies.
• In the habit of setting and meeting deadlines, know when to escalate issues, and closely monitor and summarize progress of bug tickets.

Additional details:

• Transform abstract customer needs into system solutions.
• Interpret customer business needs and translate them into executable tasks or requirements.
• Independence in learning.
• Familiarity with Salesforce, Confluence, JIRA a plus.