Support Specialist

GreaterTalent Group Headquartered in Austin Texas redefines TalentAcquisition and Fractional HR Excellence with innovativestrategies.

We curate highimpact professionals aligned with companyculture and objectives while our Fractional HR services providetailored solutions for dynamic growth.

Our collaborativepartnerships national reach technical expertise and unwaveringintegrity drive industryrecognized and awardwinning corporatecultures.

Greater Talent Group has anexciting opportunity for a Support Specialist HybridGrand Rapids MIto join a dynamic and driven team at a Series B SaaScompany.

The SupportSpecialist will have a unique opportunity to join a driven team at a fastpacedSaaS Series B Company and will be key in propelling ourorganization into our next phase of growth.

This person will movegracefully through a highoctane environment has strong intellectualcuriosity and is an analytical problem solver who craveschallenges.

Youwill take ownership of building genuine relationships with ourcustomers while providing prompt courteous and accurate support viavarious channels.

You are the missing puzzle piece to help usbridge any knowledge gaps that may arise take pride in the deliveryof proactive and helpful assistance and are excited to share yourinsights and learnings with theteam.

Responsibilities :

• Handleinbound support inquiries via phone email and chat that range incomplexity from howto questions up toinvolved debugging to track down operationalanomalies
• Triagea wide range of requests prioritize support issues to handle themost critical issues first and safely courier the information tothe rightteam
• Maintaina speedy response time and happy customer rating taking pride inachieving high service level stands with a continual focus onprocessimprovement
• Developand foster relationships with customers by providing functional andtechnical support forproducts
• Workwith your team to maintain and contribute to the knowledge base andensure relevant content can be surfacedeasily
• Ensurethat a set of standard methodologies and processes are used toeffectively assess issues and provide adequatesolutions
• Leveragedata analytics and various tools across all customers to determinehigh impact plans of action that deliver high customer value anddrive revenue growth forcustomers
• Workclosely with sales support product and marketing to communicateroot causes for customer success or failure and drive requirementsfor product enhancement anddevelopment
• Maintainand aspire to exceed team and company goals; including maintaininghigh levels of customer retention and customersatisfaction

Whatwe are lookingfor :

• Atleast 2 years of support experience preferably in a generalist ortechnical support position at a SaaScompany
• Familiaritywith ZenDesk or equivalent is aplus.
• Abilityto troubleshoot softwarespecific problems and resourcefulness inobtaining information fromusers
• Abilityto use strong problemsolving skills quickthinking and use ofindependent judgment when making decisions that have an impact oncustomers
• Youare an excellent teammate with a consistent record of excelling infastgrowing environments and taking initiative
• Abilityto clearly and concisely articulate technical matters to allcustomers
• Growthmindset task risks and champion newinitiatives
• Strongorganizational skills with an ability to manage time and resourceseffectively
• Excellentcommunication skills both verbal andwritten

Benefits :

• 20days PTO 5 Paid Sick Leave No work on yourbirthday
• VolunteerHours
• Equity
• WellnessBenefit
• Generousfamily leavepolicy
• Hybridworkenvironment
• HealthDental and VisionInsurance
• 401kwithmatching
• LifeInsurance
26 days ago