Customer Support Specialist

Found in: Jooble CA O C2 - 1 week ago


Canada Knak Enterprise Full time

The Role

Our Customer Success team is looking for a Customer Support Specialist to join the team. This position is a fully remote role. We are seeking someone based on the West coast to provide extended coverage working 10-6pm PST. They will assist customers with any issues or questions they have with our product to ensure they get the most out of Knak as possible. As an expert with our product, you will be a point of contact with our customers and will be vital to their success.

Your responsibilities

  • Be an expert with the Knak platform
  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Assist in creating and maintaining help documentation and support videos
  • Gather customer feedback and enhancements and share with our Product, Sales, CS and Marketing teams
  • Being proactive to triage support tickets and liaise with the Dev team to ensure tickets get resolved in a timely manner
  • Monitor customer health and reach out to assigned CSM to assist in providing a solution/support
  • Share feature requests and effective workarounds with team members & customers
  • Be the advocate for the customer by Identifying needs and help customers adopt features

What you should have

  • Customer service experience, preferably in a Saas/Tech environment
  • Ability to empathize with customers with strong multitasking skills
  • Be excited by technology, love solving problems and passionate about helping others.
  • Exceptional problem solving and communication skills
  • Experience writing and maintaining support documentation
  • Working knowledge of customer facing solutions such as Intercom and Zendesk would be an asset
  • Knowledge of HTML/CSS and experience with emails and/or landing pages would be an asset
  • Ability to thrive and adapt in a fast paced work environment that is continuously evolving
  • Be a Self Starter
#J-18808-Ljbffr
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