Concierge Services Specialist

Summary

Join Yext, a leading digital presence platform, and become a Specialist, Concierge Services, working remotely with flexible hours (9 pm to 9 am PHT). You will provide expert support for our Enterprise product suite, offering personalized, consultative, and technical assistance to clients. This role involves troubleshooting, training, creating support materials, and collaborating with various teams. You'll need a BA/BS degree or equivalent, customer-facing experience, and excellent communication and problem-solving skills. Onboarding includes comprehensive training, empowering you to excel in this exciting opportunity.

Requirements

• BA/BS degree or a similar college level education
• Interest in pursuing a career in Customer Success within the SAAS space
• The ability to think creatively, analyze, and understand complicated and abstract ideas
• Outstanding and effective interpersonal skills
• Ability to work quickly and independently with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of people
• Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
• A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others

Responsibilities

• Establish yourself as a dependable, solution-oriented Yextpert who can creatively and professionally advise clients on digital presence best practices
• Troubleshoot platform and client-specific inquiries via telephone and email support and maintain inbound queue management strategies to ensure adherence to the SLA
• Provide consultative and training services through 1:1 and group advisory settings via phone calls, webinars, and virtual meetings
• Craft help articles and other support materials to empower users to serve themselves
• Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
• Work cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experience
• Ideate, build and scale new ways of thinking about the value White Glove Services brings to clients as well as our internal operational efficiency
• Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)

Preferred Qualifications

• Customer-facing experience desired (retail, hospitality, online support, etc.)
• Evidence of taking leadership or distinguishing yourself from your peers, especially in team or social activities

Benefits

• Remote work
• Flexible hours
• Onboarding includes a comprehensive training program