Customer Support Specialist
We are seeking a highly motivated and detail-oriented Customer Support Specialist to join our growing team. In this role, you will be the first point of contact for manufacturing customers around the world, providing exceptional support and guidance on our software. You will be responsible for addressing customer inquiries, troubleshooting basic technical issues, and escalating complex problems to higher tiers. This position requires strong communication skills, a knack for problem-solving, and a genuine desire to help customers succeed.
We’re looking for a talented individual who excels at clear communication, enjoys working with people, and is excited about our mission of helping our customers’ companies grow into "giants."
Manufacturing experience is a strong and preferred qualifier for this role. Open to applicants in the US/Canada.
Comprehensive training on our system will be provided, though be prepared for a steep and demanding learning curve.
Competencies:
- Strong problem-solving and troubleshooting skills, especially with technical issues. You will be the front-line for diagnosing and resolving customer concerns.
- Excellent communication skills, both verbal and written, to effectively interact with customers and team members.
- Exceptional active listening skills to understand customer needs and provide accurate solutions.
- Patience and empathy to handle challenging customer interactions with a positive attitude.
- Ability to clearly explain technical concepts in an easy-to-understand manner.
- Strong organizational skills to manage multiple inquiries and maintain accurate records.
- Proficiency with spreadsheets and data entry for tracking customer interactions and issues.
- Self-driven to manage your own work and results with high standards.
- Bias towards action and urgency in resolving customer issues.
- Openness to change and quick to adapt to new systems and processes.
Qualifications:
- Experience in a customer service, client services, or technical support role.
- Undergraduate degree or equivalent experience.
- Patience, strong ethics and integrity.
- Excellent written and verbal communication skills.
- Have access to a quiet location with a strong internet connection and a computer to work on.
- Ability to demonstrate and explain software functionalities.
Bonus points:
- Prior experience in a remote environment.
- Experience with Zendesk, Hubspot, other SaaS platforms.
- Experience with manufacturing and ERP platforms such as NetSuite, Accumatica;
- Experience with accounting platforms such as QuickBooks Online and Xero.
- Well of positivity who genuinely enjoys meeting and building relationships with people.
- Previous employment in a manufacturing operation with knowledge about inventory management and manufacturing concepts.
- Tendencies towards everything needing to be "just so"? You'll fit right in!
- Sense of humour!
