Job Title: Customer Support Specialist (Zendesk)
Type: Full-Time, Remote
Working Hours: Mondays - Fridays 9:00am - 5:00pm EST
Compensation: USD $1000-$1500/month (Salary based on assessment)
About the Company:
We are a fast-growing Fintech organization revolutionizing the capital market ecosystem across North America and globally. We are on a mission to make online capital raising mainstream. We do this by delivering speed, innovation and efficiency through our unique proprietary technology, which to date has powered over 700 capital raises totaling $1.9B+ in capital raised. We are quickly expanding our horizons and are seeking talented team members to join us on our journey to transform the global capital markets.
Job Description:
We are currently in search of a skilled Customer Support Specialist to join our team. In this role, you will be responsible for managing customer interactions through Zendesk, maintaining and updating FAQs, and managing projects to ensure seamless customer service. The ideal candidate should bring at least [years of experience] of customer support experience, with adeptness in Zendesk functionality and a strong background in communication and project management.
Key Responsibilities:
Trend Analysis and Improvement: Work alongside the Product and Customer Service teams to spot trends in service gaps that can be automated or improved, continually reducing inbound tickets.
Value Proposition Utilization: Leverage our value proposition to drive efficiency and ensure it is communicated effectively in each interaction.
Process Optimization: Identify opportunities to refine and improve customer service processes.
Investor Support Management: Manage the investor support funnel via Zendesk to ensure investor needs are addressed in a timely and well-delivered manner. Collaborate with different teams to help advance our company objectives and provide world-class service throughout the product.
FAQ Maintenance: Regularly update and maintain the FAQs, ensuring accurate and accessible information in our knowledge base.
Resource Updating: Keep key customer service resources updated, including Monday boards, deal files, and process documentation.
Reporting and Analysis: Report on deal activity and identify trends through Metabase, using data-driven insights to suggest improvements and inform decision-making.
Requirements:
Experience: Proven experience as a Customer Service Specialist or in a similar role, preferably with Zendesk.
Technical Skills: Proficient in using Zendesk, and other customer service tools. Strong ability to analyze data and generate insights.
Communication: Excellent verbal and written communication skills with the ability to effectively convey information and provide clear instructions.
Problem-Solving: Strong analytical and problem-solving skills with a keen eye for detail. Ability to identify opportunities for improvement and implement effective solutions.
Collaboration: Experience working with cross-functional teams and the ability to collaborate effectively and contribute to team goals.
Organization: Strong organizational skills with the ability to manage multiple tasks and priorities.
Ability to work 100% during 9 AM to 5 PM EST.
