Technical Service Support

Your Beyond Ordinary Mission:

Effectively resolve customer enquiries via email, chat, phone and screen sharing, and diagnose complex software issues in an accurate and timely mannerCompose thoughtful and personalized responses for a variety of customer requestsTroubleshoot and identify root causes of customer problems using a variety of internal toolsProactively identify improvements to the product, identify and reproduce bugs and determine high-impact opportunities to enhance the customer experienceFormulate alternative or unique solutions to technical scenarios to help clients achieve their goals and help them utilize specific platformsKeep on top of the latest news related to email marketing, deliverability and small business marketingMaintain quality in a high-velocity environmentBuild upon the goal of creating the best customer experience in the industry

.Your Beyond Ordinary Skills:

Excellent communication skills1+ years of experience with front end technical/customer service – specifically with SaaS/Cloud-based/CRM solutionsA solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems clearly and succinctlyAn independent worker with problem-solving attitude in a constantly changing and frequently ambiguous environmentA passion for customer support with a customer-centric approachAbility to efficiently respond to a significant number of emails, chats and phone calls per dayAn entrepreneurial spirit and attitude, self-motivated, a curious learner and a proactive team player mindset with innovative ideas to inspire customer adoptionExcellent communication and conflict resolution skills, and the ability to relate to othersFlexibility to possibly work evening and/or weekend shifts