The Customer Support Representative responds to requests, educates customers, resolves issues, maintains satisfaction ratings, and manages multiple cases.
About the Role
As the Customer Support Representative, you will be responsible for providing a positive experience to requesters in need of help, ranging from administrative assistance to product concerns. You are excellent at communicating with people of all levels and backgrounds, can empathize with even the most unhappy customer, and enjoy the relentless pursuit of knowledge. We currently offer support via email-to-case, phone, and chat. So, you must be a flawless, speedy, and empathetic written communicator. This Support Tier I position will enable you to learn best practices in customer service, case management, product expertise, and industry knowledge with a growing global company. Validity’s strong commitment to customer success will provide you with a unique opportunity to become an integral part of Validity’s continued growth.
Position Duties and Responsibilities
- Triage Support inquiries and respond to incoming requests from customers, prospects, and colleagues through our support channels.
- Educate requesters about best practices and product questions by recommending Help Center content and/or providing status updates.
- Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request.
- Become an expert on how Validity products work to help requesters understand the features and benefits pertaining to their specific needs.
- Reproduce customer issues in a development environment to resolve basic troubleshooting issues.
- Complete preliminary troubleshooting steps in reviewing customer nuances to determine cause of results in the products.
- Understand what the requester needs and why they are asking, in order to troubleshoot before escalating to responsible internal parties.
- Analyze customer issues using proprietary tools, publicly accessible tools, and data provided by the customer to determine root cause.
- Consistently maintain excellent customer satisfaction ratings.
- Provide prompt and accurate feedback to requesters.
- Ensure the support SLA is met on all assigned Support cases.
- Prioritize and manage several open issues at one time.
- Create and/or maintain internal training documentation.
- Participate in holiday on-call rotation as required.
- Self-starting, intellectually curious, and creative individual comfortable operating in ambiguity.
- 2 years experience in a technical role.
- Experienced in providing SaaS support.
- Ability to work independently with little supervision and to seek assistance proactively to meet role-specific KPIs.
- Proven ability to work in a fast-paced, iterative department with rapidly changing conditions.
- Write and speak to customers in a clear, concise manner appropriate for the audience.
- Ability to learn quickly, both about businesses and technologies.
- One year of experience in answering support cases (i.e., Salesforce or Zendesk).
- Experience working in a customer service environment and/or email deliverability.
- Salesforce administration experience.
- Hands-on experience with Validity products.
Salary range $45,000 - $50,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
Top Skills
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Zendesk
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