Customer Support Specialist
2 weeks ago
**Overview of the role**:
**What awesome stuff you’ll do**:
- Acquire a thorough understanding of the Kazoo product and features to provide world class Customer Support
- Accurately and efficiently respond to Customer Support questions and inquiries from users
- Troubleshoot customer issues and escalate bugs to appropriate teams and stakeholders
- Develop tutorials and document processes based on team and customer training needs
- Act as an expert on product feature functionality for the Customer Success team
- Spearhead creation of knowledge base content based on customer data and trends
- Possess a sense of urgency and take ownership of resolving a user’s issue from start to finish
- Draft clear and concise answers that address the user’s problem or question
- Think creatively to use the resources available to you to troubleshoot difficult issues and find the best solution for the customer
- Translate very technical information in a way that is easy to understand for our customers
**What you'll need to be successful**:
- Minimum two years of experience supporting a consumer-facing saas product
- Passionate about being a voice for the user and naturally curious
- Must be able to work with some ambiguity and motivated to find solutions
- Basic knowledge of customer support principles and practices
- Excellent written and oral communication skills
- Exceptional problem solving and follow-up skills
- Self-starter who can prioritize workload
- Must be extremely detail oriented
- Experience with Freshdesk, Salesforce and/or JIRA a plus
- Experience with Talkdesk or other virtual/soft phone systems
- Dedicated work area and reliable internet connection
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