The Customer Support Specialist is the key, front-line support position, and the “eyes & ears” for the company, responsible for creating great on-going relationships with our most valuable asset, our customers. The position combines managing customer inquiries, handling enhancement requests, and analyzing common issues. In this role, you will also help customers get up and running as soon as possible and provide technical support across the whole BrainHi platform. This is a hybrid position, requiring both remote work and occasional in-office presence. Additionally, visits to clients may apply, depending on the needs of the role.
Responsibilities:
- Work directly with customers over phone, chat, and videoconference to troubleshoot the software.
- Categorize each support interaction with the corresponding inquiry.
- Create cases for issues and update customers on the cases' outcome.
- Report BrainHi's issues with phone implementation.
- Report BrainHi's issues with third party integrations.
- Be in charge of the support resolution time by solving the issue or following up the corresponding stakeholder.
- Escalate issues that can not be resolved under the expected resolution time.
- Conduct regular client visits, ensuring their needs and expectations are met.
- Contribute to a library of written and recorded support content and resources.
- Past experience in a customer service, tech support or related role
- Past experience using a remote access software like TeamViewer or AnyDesk
- Past experience using a CRM like Salesforce
- Fluent in English and Spanish
- 401k
- Rewards Program
- Medical Insurance
- Internet Allowance
- Competitive PTO Package
- Annual Performance Reviews
BrainHi provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identification, transgender or bisexual status, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination of employment, layoffs, retirements, transfers, leaves of absence, compensation, and training.
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