Customer Support Specialist

**About us**

At Rooof, we build the world’s best software for automatically creating classified ads. That said, we’re even more proud of the team that we’ve built. We love working together and we’re very good at innovating, selling, and turning customers into evangelists We’ve been growing rapidly and need another Customer Support Specialist.

Rooof is a tech company that deals in B2B sales so this position is well suited for someone that has customer service experience in a fast-paced, ever-changing environment. This position requires someone comfortable being busy and multitasking and very comfortable with computers. Experience with managing a portfolio of customers is a plus

**Who you’d be working with**

**What your day looks like**

Our products, services, and company are only as valuable to our customers as the benefits they receive - they may subscribe to our software but they buy value and experience. Your job is to drive retention and growth by demonstrating the value that we bring to our customers.

**Primary daily activities and accountabilities**
- Acting as the first point of contact for customer inquiries, resolving issues and providing timely assistance
- Responding to customer outreach: answering help tickets, phone calls on our support line, questions in live chat
- Booking and conducting support calls with customers to troubleshoot and provide on-the-spot training
- Proactively identifying customers at risk and initiating and/or participating in retention activities
- Taking a proactive role in identifying and reporting areas of customer concern (trends) and making recommendations to help resolve issues and improve service standards
- Managing onboarding projects, submitting requests to engineering, and ensuring that all tasks are completed before launch date
- Processing subscription cancellations, creating final invoices, and following up with decision-makers
- Maintaining data within our CRM, our invoicing system, and other Rooof systems
- Maintaining a comprehensive understanding of the entire Rooof product suite
- Assisting in developing or updating support material, including help documents
- Acting as a liaison between our customers and our internal teams (product, engineering), serving as an internal customer advocate

**What success looks like**

We pride ourselves on providing exceptional customer support. Whether you are assisting a decision-maker or an end-user, our responses to our customers are quick, thorough, and provide solutions. Therefore, success in this position is directly measured by customer satisfaction.

Here are some examples:

- A support ticket comes in and it’s vague. It just says, “My Rooof isn’t working”. Using the tools that we provide, you’re able to figure out what the customer meant. You test the software, then work with our internal team to fix the problem and reply to the customer with instructions.
- A decision maker from a smaller property management company needs to onboard a new property. You collect the necessary information from the customer and work with our internal teams to prepare the software. Once setup is complete you notify the decision maker and send the property installation information and training details.
- You sit down in the morning and the support inbox has 20 tickets waiting. You have 8 tickets to follow up on from yesterday, a pending onboard and a few internal tasks that need to be completed. You prioritize effectively and ensure that everyone gets the attention they need promptly while attending to the constant flow of incoming tasks throughout the day. At the end of the day the ticket queue is at zero and you have responded to everything actionable in your inbox.

**Who you are**
- You have excellent communication and interpersonal skills that enable you to build trust and rapport quickly with customers
- You have a deep understanding of the customer experience and are empathetic and patient
- You are technically savvy, resourceful, and driven to solve problems
- You can deliver complex technical information in a user-friendly way
- You are detail-oriented and an expert at prioritizing with mínimal guidance
- You thrive in fast-paced environments and enjoy being busy
- You prefer it done right, not necessarily right now
- Previous experience in any customer service role is beneficial
- Experience using systems such as Google Suite, JIRA, Help Scout, and Slack is a bonus

**Compensation**
- We offer competitive, fair, and equitable compensation packages
- Three weeks (15 days) of paid vacation
- Paid sick time off
- Professional development opportunities

**Growth Opportunities**

Initially, the role will be 100% support. With time you will get to know more about Rooof, our products and the work your peers are doing so there are plenty of opportunities to develop yourself professionally and progress towards future goals and aspirations
- **Note: Applications without a cover letter will not be consi