Come Join Us
Experience.com - We make every experience matter more
Position: Customer Support Specialist
Job Location: Remote
Employment Type: Full Time
Customer Support Specialists are responsible for an incredible customer experience, serving as a partner, consultant, and advisor to our client community of technology and services professionals. As a part of Experience.com’s Create WOW mission, Customer Support Specialists work with technology companies, offering top-notch customer support and creating long term customer relationships. Above all, the Customer Support discipline helps real people solve real business problems. Channeling their strong sense of empathy, Customer Support Specialists care about people as much as they do getting work done. Natural fluidity and thoughtfulness to written and verbal communication is key, and a good sense of humor is a plus.
Essential Duties and Responsibilities:
- Respond to and resolve customer queries through all support channels (including email, chat, phone).
- Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals, ensuring consistent communication on status and next steps.
- Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity, diagnosing underlying factors, and prescribing a plan of action to address.
- Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting.
- Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed, while also serving as a channel to the product team for issues.
- Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores.
- Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer’s pain-points and anticipate client needs in a human, approachable way.
Key Performance Indicators
- Performance against Support Service Level Agreement (SLA) metrics.
- Internal Customer Feedback measures, including Customer Satisfaction (CSAT).
Skills and Experience
- Bachelor’s Degree required.
- 1+ years of experience in customer service, client operations, or directly related experience.
- Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud.
- Prior experience of using and testing APIs, as well as providing customer support on integrations.
- Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions.
- Prior experience within a software-as-a-service (SaaS) environment is a plus.
- Knowledge of SQL and relational databases in general is a plus.
Competencies & Proficiencies
[LOW] Building Effective Relationships
- Selecting the appropriate communication method and tool given the information.
- Engaging with authenticity and empathy, nurturing genuine relationships.
- Choosing the guidance that best matches the audience, accurately delivering a message.
- Approaching situations with maturity using behaviors of inclusion and positive communication techniques to resolve conflicts.
[MOD] Bias for Action
- Managing project and program work effectively, delivering against known goals and deadlines.
- Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
- Using autonomy to correctly identify the cause of a problem or situation and applying the right solution.
- Maintaining conditions of support for necessary action, despite competing priorities.
[LOW] Disciplined and Strategic Thinking
- Learning from past actions and outcomes to improve work quality consistently.
- Quickly defining the problem and applying the most effective solution, not necessarily the obvious one.
- Filtering for ambiguity that impacts the goals at hand instead of being reactive to atmospheric complexity.
- Using good judgment to select the appropriate course of action given the situation and data available.
About Us
We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.
Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.
Indian Registered name: Buyers Road India Private Limited
URL: www.experience.com
