Customer Support Specialist
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Job Description
Support Specialist providing quality software support and solutions for SureCost's users in a remote environment. Engage with end users and enhance their experience with our software applications.
Responsibilities:
- Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
- Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
- Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
- Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
- Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
- Formulate and test alternative or unique solutions to help customers achieve their goals
- Proactively reach out to existing accounts to check-in and promote knowledge of other services
- Identify and report bugs and software requests and inform management of recurring problems
- Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
- Shared weekend and nightly on-call for emergency support situations
- Demonstrate our core values of transparency, collaboration, flexibility, humility and fun
Requirements:
- 3+ years of software/application support experience
- Clear and concise communication and documentation style
- Ability to break down, analyze and solve complex problems
- Organization and time management skills a MUST
- Must be self directed and thrive in a fast paced environment with minimal direction
- Huge Plus If You Have: SaaS and/or B2B experience
- Healthcare or pharmaceutical industry experience
- HubSpot experience
Benefits:
- Fully-Remote
- Unlimited PTO (Highly suggested 3-week minimum)
- Flex Hours
- 100% medical premiums covered for employees
- 70% medical premiums covered for dependents
- Low cost-to-employee vision and dental
- Automatic 3% employer addition to 401k
- 12 weeks of fully paid Parental Leave
- Professional development reimbursement
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