Customer Support Specialist
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Job Description
Customer Support Specialist providing technical support for People Data Labs’ data solutions. Serving customer inquiries via Zendesk and facilitating efficient resolution.
Responsibilities:
- Act as first line support for customer issues and questions, escalating to our Solutions Engineers when appropriate
- Own our customer support tools, docs, and processes, finding new ways to make your and your teammates' jobs easier with automation and AI
- Provide end-to-end support for PDL’s “self-service” customers, often consisting of simple inquiries, billing questions, and account administration
- Act as first line triage and support for PDL’s “Enterprise” customers, often consisting of support with SQL queries, API troubleshooting, and investigating data issues
- Own our Zendesk instance and help us find new, innovative ways to provide faster support
- Provide feedback to our Product team to ensure issues flagged by customers end up on their radar
- Ensure our support documentation stays up to date, helping our customers solve issues independently as often as possible
Requirements:
- 2-3 years of customer-facing technical support experience
- Working knowledge of SQL, with the ability to read and write queries, and support customer troubleshooting
- Experience managing most daily work in Zendesk (or a similar ticketing system), using judgment to determine what your priorities each day should be
- A bias for speed, and awareness that fast support resolution is critical to our customers’ success
Benefits:
- Stock
- Competitive Salaries
- Unlimited paid time off
- Medical, dental, & vision insurance
- Health, fitness, and office stipends
- The permanent ability to work wherever and however you want
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