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Customer Support Specialist

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Website Flashtract

Flashtract is looking for a Customer Support Specialist to help assist the company as it brings on new customers. In this role, you’ll have the opportunity to join a passionate and driven team during an exciting time of growth. Your responsibility will be to assist customers with incoming issues or questions, gather information about application related issues, and properly escalate issues based on various levels of criticality. Additionally, you will contribute to and participate in various customer analysis activities to regularly provide insight about customer sentiment and behavior, identifying areas of improvement, and implementing various tools for us to handle customer requests at scale. Lastly, you will be responsible for training new users on how to successfully use our product in order to reduce non technical support requests.

The ideal candidate is someone who is passionate about solving our customer’s problems while implementing a data driven approach on how we can continue to improve our customer experience. Flashtract is a fast growing company that has a quickly growing customer base who has a low technical sophistication. We pride ourselves on the feedback we get about our customer support and our ability to assist our biggest and smallest customers with a smiling face and quick response time.

What will you be doing?

  • Providing direct assistance to customers of all sizes via phone, chat, and email for application related questions or concerns
  • Function as the first line of support and perform initial troubleshooting and triage of issues found within the Flashtract application
  • Escalate issues to Product and R&D as needed and communicate delivery dates and expectations back to the customer
  • Utilize solutions such as Zendesk to provide top-notch support both via phone, email and chat
  • Communicate with members of the software development team to provide clarification and valuable information to facilitate efficient problem resolution
  • Implement a process to continually understand what drives support volumes and provide insight on how to drive down the volume
  • Create processes to understand customer success and sentiment through tools like collecting NPS scores and other metrics
  • Administrer new user training webinars to promote successful adoption of the Flashtract solution and reduce support requests for non technical issues
  • Create user documentation and video content to create a more self service support process

Requirements

  • Strong problem solving and analytical skills
  • Great verbal and written communication skills
  • Ability to manage and prioritize numerous tasks at once
  • Excellent ability to maintain a positive demeanor and empathize with customers
  • Understand and meet SLA requirements on a customer by customer basis
  • Ability to work self-directed
  • Comfortable speaking in front of large groups via webinar training
  • Perform other duties and /or projects as assigned by management within the area of responsibility and control

Within the first month, you will:

  • Understand high-level construction billing and payment workflows
  • Spend time familiarizing yourself with the application and how users interact with our software
  • Shadow existing customer support representatives to see first hand how the escalation process works
  • Start to provide initial support through initial support channels until escalation is required
  • Watch subcontractor training webinars to learn basic training workflows
  • Participate in culture building activities and build relationships within different teams across the company

Within the first 3 months, you will:

  • Become an expert in our application and how users use our software
  • Be able to handle all support requests coming in through the various channels
  • Individually administrer subcontractor training webinars
  • Build a plan to tools to be able to gather requests at scale
  • Implement methodologies to better understand customer sentiment and satisfaction
  • Build analytics and reporting to understand our customers’ biggest pain points

Within the first 6 months, you will:

  • Build out a plan for how support can be scaled as the customer base grows
  • Implement SLAs and processes based on your knowledge of our customer’s expectations
  • Build user documentation and video content to assist in support / user training

To apply for this job please visit www.flashtract.com.