Customer Support Specialist

12 hours ago

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Spear Education

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Hands-On Learning • Online Continuing Education • Dental Practice Consulting • Dental Study Clubs • Dental Workshops

201 - 500

Description

• Our Customer Support Specialist is a critical part of the Spear Customer Support team. • You will promptly and professionally respond to customers' questions/issues while maintaining high customer satisfaction and retention rates. • You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes! • Handle questions, comments and complaints regarding Spear products and services in a timely and accurate way, via phone, email or chat. • Ensure timely and accurate resolution process and display customer centric focus. • Escalate when needed to appropriate person or department. • Ensure final resolution (if referred to different person/department) is communicated to customer. • Follow all processes as it relates to logging customer correspondence into support CRM. • Support internal and external technical needs to help improve 90 day adoption of critical retention driving Technology Tools for new clients. • Accurately and quickly help customers or their webmasters troubleshoot embedding of Spear videos/pictures on their website. • Maintain and update internal and external facing Knowledge databases. • Create and update internal documentation for team training and knowledge as needed. • Update and maintain support email templates and canned responses for chat. • Capture customer feedback and satisfaction and improve performance based on customer feedback. • Respond or escalate as needed based on customer's response/score. • Gather customer feedback and share with management. • Keep key stakeholders updated on any unresolved or escalated issues that arise in client's business. • Help capture bug/feature issues/requests to be routed to the Product or Technology Teams via a ticketing system. • Schedule: Must be available on weekends! This position will be Weds-Sunday around the hours of 8:30-5:30pm AZ time.

Requirements

• 5+ years of Customer Service experience delivered at a world class level • Help desk experience a plus • Strong Technical Proficiency • Excellent Verbal and Written Skills • Proven ability to adapt to ever changing environments

Benefits

• Great Work/Life Balance - Unlimited time off program along with paid time off for volunteering. • Comprehensive Health & Wellness Benefits - Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match. • Additional benefits include Mental Health Day, and the Health Joy apps. • Company Sponsored Events - Think costume contests, annual Wellness Day, May the 4th be with you, Friday afternoon "Get Giphy With It", team builders, and 5k’s! • Career Development Pathways - Career development through continuous coaching, training, and on the job learning along with an annual review process. • Employee Recognition - We celebrate one another's efforts and accomplishments by using Nectar, our employee recognition platform. • DE&I - We care about each other and have our Spear Collective groups to support this to ensure everyone feels a strong sense of belonging. • Transparent Communication - We believe in a collaborative and trustworthy workplace.