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BetterWorks // enterprise goals platform
 
New York City    Posted: Tuesday, December 10, 2019
 
   
 
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JOB DETAILS
 

We are looking for a talented Customer Support professional in New York City. This is a contract position where you will have the opportunity to join a team of BetterWorks Support guru's that work closely with our customers. You will be providing top-notch support through many different channels of communication including email, phone, chat, & forums. Youre a great match if you possess fantastic communication, problem-solving & analytical skills, are driven to help customers & have the ability to dive deep into a new product to learn it inside & out.

RESPONSIBILITIES

  • Respond to & resolve web-based, phone, & email requests
  • Provide exceptional service to customers, excelling in empathy & ownership
  • Speak with users about technical issues in a way they can understand
  • Be both a support rep & a consultant for a variety of subjects related to OKR methodologies, continuous performance management, & company feedback processes
  • Collaborate with multiple teams, serving as an escalation point, as well as investigate integration issues & troubleshoot various Single Sign-On problems
  • Work cross-functionally with Product, Engineering, & other teams to ensure resolution of customer issues
  • Escalate repeat issues to our product & engineering teams using pattern recognition & prioritization
  • Propose & execute improvements to our process, product, & knowledge
  • Mentor & develop other members of the support team

Experience

Soft Skills

  • Youre able to make decisions & solve problems
  • You are able to empathize with customers in a genuine way that lets them know you care about their issues
  • Youre a team player that can follow & lead as situations dictate
  • You have an ability to explain complex issues in simple terms & ensure mutual understanding with customers
  • Youre able to plan, organize, & prioritize work

Technical Skills

  • 2-5 years of experience working with customers in a technical role
  • Excellent written & verbal communication
  • Experience with JIRA, Zendesk, Salesforce or other support tools
  • BA/BS degree
 
 
 
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