Customer Support Specialist
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Job Description
Customer Support Specialist at PlanHub providing support to customers via calls, emails, and chats. Assisting with product functionality and improving client satisfaction scores while working in a SaaS environment.
Responsibilities:
- Managing inbound customer calls, emails and chats and adhere to defined SLA standards.
- Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing).
- Troubleshoot customer requests to validate and determine proper next steps.
- Train customers on product functionality.
- Facilitate and communicate known bugs with other team members.
- Input, document and update support cases in CRM application and other internal applications.
- Manage outbound customer follow-up activities for case closure.
- Help grow and improve customer satisfaction scores.
- Maintain inventory snacks and sodas, replenish and order, as needed.
- Ensure delivered packages are properly distributed to the correct personnel.
- Assist with office event set-up and break-down.
- Stock & Clean refrigerator.
- Assistance with cultural events, packaging, shipping, labeling and sorting.
Requirements:
- 1+ years of SaaS based Customer Support
- Excellent oral and written communication skills
- Strong computer proficiency
- The ability to work independently and as a team member
- The ability to work well in an evolving and collaborative team environment
- Comfortable with repetitive and routine tasks
- HubSpot, Salesforce, CRM experience a plus
- Associates or Bachelors degree preferred
Benefits:
- An excellent benefit package, including medical, dental, vision and life insurance.
- 401(k) plan with company match.
- Open time-off policy.
- Awesome culture where you will be empowered, make an impact, and learn a ton.
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