Customer Support Specialist

Record360; United States; Remote; USD 40,000 - 50,000; Full time

Job summary

A leading technology company is seeking a Customer Support Specialist to join their dynamic team. The role involves handling customer queries, troubleshooting issues, and collaborating with various departments to enhance customer satisfaction. Ideal candidates are technically minded individuals with experience in support environments who are eager to learn and adapt. This position offers remote work opportunities and extensive development potential in a fast-paced environment.

Benefits

401k matching

Medical, dental, and vision coverage

Flexible PTO

Paid parental leave

Qualifications

• 1-2 years experience managing support queue within a CRM like Zendesk.
• Superb written and verbal communication skills.
• Technically minded with natural problem-solving abilities.

Responsibilities

• Respond to customers quickly via Zendesk.
• Build workflows using JSON and configuration tools.
• Engage directly with clients on technical requests.

Skills

Customer service

Communication

Problem-solving

Technical troubleshooting

Adaptability

Tools

Zendesk

G Suite

Job description

About Record360

We believe that every person deserves simple technology tools that just work. Our mission is to help businesses feel confident sharing high value assets (i.e., equipment, trucks, cars) by providing them with simple tools to inspect, protect and manage their fleets and build relationships of trust with their customers. We aspire to provide amazing experiences to our customers, build simple and impactful products, and become the best versions of our personal and professional selves. Our asset maintenance platform is used by thousands of equipment, truck, and car rental shops and we’re growing fast.

The Role
We are looking for an exceptional Customer Support Specialist to join our team and a fast growing support department. The customer support specialist will be responsible for handling a portion of the ticket queue and working closely with a cross-functional Record360 ecosystemincluding Account Executives, Marketing, Success Team, Engineering, and Product specialists.We are looking for someone who LOVES working with customers and cares deeply aboutmeeting their needs. In addition, someone who is technically minded and loves problemsolving. The role will include learning JSON and multiple other tools/software. This positionoffers extensive development opportunities for a candidate that shows the willingness andhunger to expand their skill set. An ideal candidate is someone who has worked in a metricsoriented support environment and is looking to apply their skills in improving processes andmaking customers happy.This role reports directly to the Customer Support Manager.

Responsibilities
● Respond to customers quickly and kindly via Zendesk Platform
● Become product and industry expert, to help customers learn best practices
● Build and edit workflows within JSON and configuration tool
● Answering Inbound customer calls
● Troubleshoot and escalate tickets to engineering
● Learn the ins and outs of our app on both iPhone and Android devices
● Take on responsibility of ad hoc projects or roles
● Engage directly with clients on technical requests and identifying common clientchallenges and suggesting solutions
● Work cross-functionally with sales, marketing, engineering, and product teams
● Work closely & harmoniously with fellow Support agents to develop new supportprocesses, troubleshoot customer needs

Qualifications
● 1-2 years experience managing support queue within Zendesk or similar CRM
● Superb written and verbal communication skills - Able to communicate complexinformation in a clear and useful manner
● Strong customer-facing and presentation skills with the ability to establish credibility withcustomers
● Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-awareleader of people)
● Ability to take initiative
● Adaptable. You’re constantly learning and can flex between rolling up your sleeves ordelegating responsibilities and empowering your team
● Competence with G Suite applications (e.g., Gmail, Google Drive, etc.) required
● Basic troubleshooting experience preferred
● Technically minded- Natural problem solver

Compensation
● Opportunity to play a critical role in a high growth environment
● Competitive compensation
● 401k matching
● Medical, dental and vision healthcare coverage
● Flexible PTO
● Paid parental leave
● Fully remote with moderate travel

Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision), 100% 401(k) Matching (Up to 4%), 100% Remote.

The base salary range for this position is $40,000 to $50,000 per year. The base salary actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.