Insightly is seeking to hire an experienced Customer Care Tier I associate. You will report to the Sr. Manager of Support and work alongside a team of Customer Care & Success professionals.
The Customer Care team plays a pivotal role within the Customer Loyalty division, dedicated to ensuring our clients' success and striving towards the paramount objective of attaining 100% client retention and enhancing Insightly adoption through both freemium and direct sales avenues. In this role, you will provide an unparalleled customer support experience across multiple channels, fostering ongoing engagement with Insightly CRM software. We are searching for a candidate with an equal passion for customer satisfaction and technological innovation.
Core Responsibilities:
- Be a customer service All-Star with a strong technical background
- Eager to help our customers get the most out of our software
- Willingness to go the extra mile to ensure our customers are 100% satisfied
- Must be able to communicate clearly and effectively
- Must have a great deal of patience. We are looking for someone who loves to help others
- Must be able to listen to customers' needs effectively, document in detail, and escalate with urgency
- Exceptional prioritization, multitasking, and organizational skills
- Execute against defined processes
Required Skills:
- Familiarity with ticket-based support systems
- Familiarity with Google Apps for Business
- Excellent written and communication skills
- Strong technical troubleshooting skills
- Experience using cloud-based software and customer management tools
- Eagerness to work in a startup environment with smart and humble peers
- Both Mac and Windows environments experience
- Midshift coverage, 12 noon to 830p Pacific Time
Nice but not needed
- Basic SQL knowledge
- Basic understanding of HTML
- Basic understanding of Java and Javascript
About you
You’re a technology-loving, attentive type of person. You love a challenge. You embrace a “work hard, play hard mentality”. You’re ok with ambiguity. Drive for results is one of your core competencies. You work or have worked in a support role and have experience working in a fast-paced environment. You’re hungry to grow and bring a “Team Player” mentality. Lastly, you like to smile and have fun.
The salary range for this role is $60,000 to $75,000 and final offers are determined using multiple factors, including experience and level of expertise. For all locations, the salary range may vary by geographic market. It will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. Insightly complies with applicable law regarding pay transparency.