We are looking for an extremely motivated Technical Support Specialist who can support our customers to help them maximize the value they get from the LeanData platform. This is a cross-functional role that will interact with many teams and will also serve as the face of LeanData to many of our customers. We view our customer experience as a strategic, competitive advantage. If you do as well and are passionate about customer experiences, detail-oriented, and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
What you’ll be doing:
- Provide technical support and troubleshooting to drive the success of LeanData’s customers
- Master LeanData’s product capabilities and serve as a subject matter expert within the support team
- Manage inbound customer inquiries and issues across multiple channels (phone, email, chat, online community, etc.)
- Maximize customer satisfaction through the timely and accurate resolution of customer inquiries/issues – meet or exceed support level goals
- Proactively identify, report, and resolve customer issues.
- Collaborate with Product, Engineering and Customer Success teams to drive customer issue to resolution and to address potential product bugs
- Collaborate with Engineering and Product resources to escalate critical issues
- Leverage the Voice of the Customer to influence the product roadmap through the product team
- Participate in testing of new and updated products and provide feedback
- Write technical documents and maintain a support knowledge base
Requirements:
- 1 – 3 years of technical customer support experience, preferably in a high-tech SaaS industry
- Strong work ethic with a focus on customer satisfaction
- Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers
- Experience with and understanding of SaaS enterprise software
- Excellent verbal, written, and interpersonal skills
- Creative, resourceful, detail-oriented, and highly organized
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment, with the ability to operate independently
- Working knowledge of Salesforce a plus
- Familiarity with Zendesk Support Ticket and Knowledgebase Systems a plus
Bonus points if you have:
- Knowledge of Salesforce.com applications preferred
- Experience working in an evolving, high growth environment
- Bachelor’s degree
Why work at LeanData:
- LeanData covers employee insurance premiums up to 90%
- Stock options for all full-time employees
- Flexible vacation program
Compensation for this role is between $50,000 and $80,000 depending on experience and location.
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