Customer Support Specialist, Business Unit

What you will do

• Become a product expert - Develop and maintain a deep understanding of scheduling and time attendance products, supporting shift-based workplaces. Provide accurate information and assistance to both customers and colleagues.
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment.
• Provide personalized and professional support by responding promptly to external customers via chat, email, and video conferencing to resolve basic to complex inquiries.
• Resolve product or service issues by understanding the customer's issue, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Proactively communicate and collaborate via Slack and other company channels, with our distributed team to provide consistent and reliable support.
• Respond to customer reviews on various App Review platforms.
• Successfully utilize resources available to assist customers, including Confluence, Jira, Salesforce, HubSpot, Slack, Help Center, etc, and properly document details from interactions.
• Assist internal customers and peers with product and process questions via Slack.
• Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
• Exercise sound judgement in ambiguous situations with limited information.
• Bring energy, optimism, and professionalism to internal and external customer interactions.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will have

• Bachelor's degree
• 1-4 years of customer support experience in a SaaS business
• Demonstrated experience in problem-solving, troubleshooting a SaaS product, with attention to detail.
• Curiosity, resourcefulness, and dependability - getting joy from going above and beyond to make customers successful.
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• Currently reside in or near Minneapolis with the ability to work in the office 3 days a week with shifts between the hours of 7 am-7 pm CST
• Able to reliably work scheduled shifts including some weekends and holidays.