Customer Support Specialist

September 11

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Description

• Provide email support to uConnect customers via internal ticket queue. • Resolve general questions, complete platform configuration and set up integrations on clients’ behalf. • Troubleshoot and escalate issues to relevant functional teams or account owners. • Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports. • Maintain high standards for response and resolution times, ensuring user satisfaction. • Collaborate with the Support Team to share trends, insights, and improve the overall user experience. • Review documentation and flag opportunities for additional internal and external, client-facing documentation. • Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.

Requirements

• Ability to follow directions accurately and efficiently. • Excellent verbal and written communication skills. • Ability to work independently and as part of a team. • A willingness to learn and ask questions. • Strong help desk skills with a focus on resolving user issues promptly. • High attention to detail and “reading between the lines” of customer requests. • Willingness to “roll up your sleeves” and troubleshoot issues quickly and efficiently. • Experience configuring fields in an admin console within a SaaS product. • Experience with DNS, SSO, .csv imports, and spreadsheets. • Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue. • Familiarity with HubSpot Service Queue or similar support platforms is a plus. • Knowledge of WordPress or previous experience using uConnect is a plus. • Previous experience in an Enterprise SaaS Customer Support team.