CUSTOMER SUPPORT SPECIALIST

Customer Support Specialist

at Torii New York, New York, United States About the Role

We are looking for a Customer Support Specialist to be the initial hire within the support team of Customer Success. You will report to the Manager of Customer Success and take the lead in shaping the processes and procedures of the support function.

As a Customer Support Specialist, you will be a power user of Torii and the first line of support for our customers as they engage with the product.

It is not only important to provide solutions, (working closely with product, development and customer success) it is equally important to ensure customers leave each and every interaction with a feeling of delight.

As the first support hire, you will also be instrumental in developing processes and procedures to ensure the team can scale and that the product can scale to meet the evolving needs of our customer base.

Key Responsibilities

• Monitor and respond to support requests that come through the various support channels including chat, email, and phone.
• Ability to troubleshoot customer system issues from an end-user perspective
• Create, document and follow procedures for diagnosing and troubleshooting common technical problems
• Coordinate with internal business teams to support adoption and education of new product features and existing product enhancements.
• Address complaints with the goal of increasing satisfaction and securing renewals
• Responsible for participating in writing and maintaining knowledge base documentation
• Collaborate within and outside of your team to support broader business objectives
• Lead or participate in projects to improve our internal team or external company processes
• Come up with recommendations for the Product and Engineering team on changes to improve customer experience with our product.

Qualifications

• 2+ years of experience in a customer support-based role in an Enterprise software company
• Quick tech learner, with experience training, teaching and guiding customers through technical processes
• Experience in a scaling & rapid-growth Customer Support team, with specific system and process implementation experience.

Ability to analyze existing process and make recommendations around systems and more efficient processes.

• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Experience contributing to a technical product knowledge base
• Experience using a Customer Communication Platform (Intercom) and CRM (Salesforce) is preferred
27 days ago