Technical Support Hero (Tier 2)
As a first point of contact for customers, you will be helping with a variety of requests on online chat, email, phone. You will also assist the sales team with onboarding new customers and develop new and repeat business with existing customers. The ideal candidate will have a friendly and consultative approach to addressing customer needs. In a nutshell, your job is to keep new and existing customers happy by providing exceptional support.
What you’ll do:
- Answer customer questions and present the live chat solution to prospective users over live chat and sometimes phone
- Contact existing customers and enable them to fully leverage SnapEngage capabilities
- Help with marketing and sales actions targeted at new and existing customers
- Answer technical questions and capture feedback along with new requirements
- Grow and thrive with us
About you:
- 2+ years Customer Service/Technical Support Experience (preferably in a SaaS environment)
- 1+ years experience using an online chat tool
- Exceptional written and verbal communication skills in English (additional languages a plus)
- Engaging phone manner
- Good multi-tasking skills to manage multiple lines of communication at once
- Fast and precise typist for effective chat communication
- Quick learner, team player, positive attitude
- 1+ years of HTML/CSS and Javascript experience
- SalesForce, HubSpot, HelpScout and Jira knowledge is a major plus
Awesome Benefits:
- Work from home twice a week
- Computer provided
- Employer Sponsored Health Insurance
- Three Weeks Paid Vacation (Increases over time!)
- Yearly team-building trip to exotic locations
- Opportunity to make great ideas come to life!
- Work with an awesome multicultural team
About SnapEngage:
SnapEngage is a fast growing live chat solution for the web. We are an Internet startup located in Boulder, Colorado, USA and Berlin, Germany where everybody has a huge stake in the company’s success. We are self-funded (we like to call this customer funded) and profitable.
Working at SnapEngage is not always easy and we expect everybody to embrace a good challenge for time to time. We’re committed to creating products that make peoples’ lives better and changing the way companies interact with their customers.