Yesware is seeking a Customer Experience Specialist to join the team to cater to our customers in the Pacific timezone. You will be the face and voice of Yesware, guaranteeing our customers see success with our product. Yesware is an integral part of the day-to-day responsibilities of the salespeople that use our tool, so ensuring that they have the know-how necessary to succeed is your top priority. Customer Experience Specialists are passionate about problem-solving and are able to learn everything there is to know about Yesware, ranging from how our customers use the service to all the fine details of how the product actually works.

About the role:

• Become an expert on every capability Yesware has to offer, understanding how customers use these capabilities to solve real-world problems.
• Effectively troubleshoot support issues emailed in by Yesware customers through to completion.
• Answer inbound support phone calls from Yesware customers as well as prospective Yesware customers.
• Maintain Yesware's customer-facing and internal product documentation to guarantee accuracy and effectiveness.
• When necessary, appropriately route inbound requests to members of our Customer Success and Sales teams.
• Bring customer feedback to a responsive product team to keep our users happy and confident (and become a hero in the process).

About our ideal candidate:

• 1-3 years of experience in a position that required directly supporting customers, preferably in a high-tech or SaaS environment.
• You have strong phone skills and experience with Zendesk (preferred, but not required).
• A commitment to serving clients and a proven track record of being able to keep customers happy.
• You're great at explaining, teaching, and evangelizing.
• You get energized by helping people and can proactively help customers find additional value in Yesware.
• You're computer savvy, enjoy using well-designed software, and hate it when products don't work as they should.
• You display initiative, show interest in taking additional responsibility and are committed to delivering exceptional service and customer experience.
• You are self-motivated and thrive on independence.
• You want to be part of and help build a great team.
• You have familiarity with Google Apps, Microsoft Outlook, and Salesforce.com.