Job Description

THE POSITION
As a part of the Customer Support Team, you will provide users with tier 3 platform and technical support. Our Team handles fast-paced and quick response support via email & phone and works to quickly resolve issues in a professional and courteous manner for both renters and facility owners. You will also assist other teams by gathering and reporting on account data and offering personalized, proactive assistance to clients, coordinating account updates, and logging customer feedback for platform enhancements.

THE LOCATION
US - Remote

THE SKILLS
To succeed in this position, candidates should have exceptional verbal and written communication skills (including typing, spelling, and grammar) as well as computer and problem-solving skills. You should be resourceful, analytical, adaptable, and organized. Candidates should display thought leadership, data analysis, and strategic thinking.

THE OPPORTUNITY
Wagpco is a team-oriented company who values our team members and supports their career goals. As a fully funded startup, we offer competitive salaries and option packages, health insurance benefits, and a flexible vacation policy. Facilitron believes that learning is a lifestyle, so we provide hardware and software tools and opportunities to work with other departments, such as product, operations, sales, and marketing.

The Customer Support Specialist position is a full-time, 40-hour/week position with a starting salary of $30.00 per hour. After successful performance reviews, pay can increase with continued opportunities to advance into a Customer Success position.

Customer Support Specialist Responsibilities:
* Interact with customers via phone and email, focusing on tier 3 platform and technical support
* Work alongside an offshore team to provide customer support, follow-up, and policy enforcement
* Document all issues, resolutions, and follow-up actions
* Provide consistent, high-quality support to all customers
* Be a positive representative for our clients by taking a caring and empathetic approach to all customer interactions
* Efficiently resolve customer inquiries on the first contact
* Handle problem resolutions that may require follow-up and/or escalations to a higher level of expertise, or another department
* Contribute to account oversight, data reporting, and policy enforcement
* Build proactive relationships with high-priority clients and users, with a focus on user empowerment.

Basic Job Qualifications and Skills:

* 4-year college degree
* Outstanding verbal and written communication, active listening skills, including the ability to speak, read, and write fluently in English; Spanish bilingual skills are a major plus
* Computer proficiency, including the ability to easily navigate and toggle between multiple screens and platforms, talk and type at the same time, and troubleshoot basic computer issues
* A data-driven approach to problem-solving and strategy
* Helpful and proactive manner
* Great interpersonal and administrative skills
* Self-motivated
* Experience working in a team

Preferred Job Qualifications and Skills:
* Experience working in customer support or the SaaS industry
* Experience with Google Suite
* Experience with Atlassian Suite
* Experience with Freshdesk, or other help desk ticketing software
* Experience with data analysis and reporting
* Spanish language skills preferred
* Strong troubleshooting skills
* SaaS platform tools

Required Technical Job Requirements:
* Experience with computers
* Experience with email and internet browsers

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