Customer Success Specialist

Summary

Join TurnPoint, a fast-paced boutique IT firm, as a Customer Success Specialist! This fully remote role requires no prior tech experience, focusing on exceptional customer service and teamwork. You'll be the point person for the service desk team, organizing meetings, triaging tickets, and escalating issues. Collaboration with various teams, including project managers and senior leadership, is key. The role involves a blend of customer service, project management, and leadership responsibilities, offering opportunities for professional growth within a supportive tech environment. Compensation starts at ₹9LPA. The schedule is 8 AM to 5 PM Pacific Time.

Requirements

• Background in customer service
• Enthusiasm for technology and a desire to help solve issues

Responsibilities

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Act as liaison between clients and technical staff
• Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required
• Perform tech tasks as self-assigned and assigned by tech managers
• Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly
• Maintain awareness of current work and status, managing tasks through to successful closure
• Create tasks, to contribute to client onsite visits and related meetings
• Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required
• Monitor and update all assigned tickets on a daily basis
• Record and document tech processes to contribute to TurnPoint Tech Manual
• Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks
• Prepare for and run ticket reviews with tech staff (duties may be shared with a colleague)
• Ensure our daily scrum runs in an efficient manner, up to and including running scrum
• In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service)
• Prepare for and run mid-day triaging and afternoon shift hand off, including preparing summaries
• Exemplify and champion superior client communication and service
• Emphasize quality, continuous improvement and high performance
• Enact and champion company policies
• Track, route and redirect issues to correct resources and internal team for support
• Balance support ticket threads, task execution and project work for timely completion
• Escalate unresolved client queries to the next level of support properly and in a timely manner
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through
• Train and mentor the tech team on proper customer service strategies
• Obtain and maintain technical certifications as required
• Ability to move equipment and lift 50 lbs. as required
• Other duties as assigned

Benefits

• Fully Remote
• Tech training