Customer Success Specialist

3 days ago

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Documo

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Documo is a company that offers cloud-based fax solutions tailored for regulated industries requiring secure and compliant communications. Their platform, mFax, provides a user-friendly interface for sending and receiving faxes and offers features such as bank-grade security and a powerful API for integration. Documo's services cater to various business sizes, providing monthly and annual pricing plans. With a focus on optimizing workflows, reducing paper waste, and enhancing security, Documo aims to modernize document processes and improve efficiency for its users.

11 - 50 employees

📡 Telecommunications

☁️ SaaS

📋 Compliance

📋 Description

• The customer success department is the front line of support for Documo’s customers and partners. • Serve as front line contact for customer accounts, providing prompt and attentive expert support/service through email, live chat, and phone. • Assist customers in troubleshooting and resolving product questions and/or issues. • Help customers locate relevant KB articles. • Take ownership of customer issues (tickets) and making those issues our own until resolved. • Meet or exceed internal expectations on channel response times, resolution times, and CSAT. • Create or update necessary documentation and/or visuals for our customer facing KB.

🎯 Requirements

• Must possess great communication skills and can effortlessly communicate with clarity and empathy (in their own voice) • Understand the customer’s needs to deliver expected outcomes and proper troubleshooting steps. • Skilled customer service professional and passionate about helping customers which is reflected in their work • Comfortable escalating and working with other team members to build Documo related skills • Good time management skills and regularly interacts with internal resources for product changes and updates to inform their customer

🏖️ Benefits

• Competitive benefits (medical, dental, vision, 401k with an impressive match) for US based employees • Annual performance reviews with merit increases • Annual Company Trips • Equity in the company • The ability to work from wherever makes you happy with people who love what they do • Work for a small but fast-growing technology company with a supportive, inclusive, and fun culture!