Customer Support Specialist

March 28

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AgencyAnalytics

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AgencyAnalytics is a software platform designed to automate client reporting for marketing agencies. It enables users to connect all clients' data in one place, creating customizable dashboards and automated reports that enhance client satisfaction. Trusted by over 7,000 agencies, AgencyAnalytics is recognized for its user-friendly interface and excellent customer support, helping agencies focus on their work rather than time-consuming reporting tasks.

SEO • Social Media Reporting • SEM • Adwords • Digital Marketing

51 - 200 employees

Founded 2010

☁️ SaaS

🤝 B2B

⚡ Productivity

📋 Description

<div><!--block-->We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.<br><br>This role would require you to work between the hours of <strong>12pm-8pm EST. </strong><br><br></div><div><!--block-->We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 17-person (and growing!) team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.<br><br></div>

🎯 Requirements

<ul><li><!--block-->You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)</li><li><!--block-->You have experience in a live-chat support environment</li><li><!--block-->You have advanced written communication skills</li><li><!--block-->You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience</li><li><!--block-->You have excellent rapport-building ability with both customers and teammates</li><li><!--block-->You’ve got a proven track record of meeting or exceeding common customer support metrics</li><li><!--block-->You have the ability to multitask and handle multiple customer inquiries simultaneously</li><li><!--block-->You’re strong at problem-solving and you have the ability to think critically when addressing tasks</li><li><!--block-->You have the ability to show empathy, tactfulness, and diplomacy when interacting with others</li><li><!--block-->If you have experience with SEO and/or digital marketing, this would be an asset</li><li><!--block-->Familiarity with SaaS platforms and related technologies</li></ul>