Customer Support And Training Specialist

Summary

Join Raptor Maps, a fast-growing climate tech startup, as a Customer Support & Training Specialist! You will be the primary contact for customer onboarding and support, ensuring customer success. This role involves designing and conducting training, managing subscriptions, resolving support issues, and collaborating with other teams. You will also provide feedback to improve products and processes. The ideal candidate has 2+ years of customer-facing experience and excellent communication and problem-solving skills. Raptor Maps offers a remote-first work environment with various benefits.

Requirements

• 2+ years in a customer facing role with proven experience of working successfully with external parties
• Excellent verbal and written communication to clearly explain issues and solutions to customers
• Ability to quickly identify problems, analyze information, and provide workable solutions
• Strong organization skills and project planning and tracking experience to support successful customer onboarding
• Ability to collaborate effectively with other departments to resolve customer issues
• Must be primarily located in the contiguous US
• Must be authorized to work in the US

Responsibilities

• Design and conduct in-field and remote customer training
• Implement new customer subscriptions, consult about best subscription utilization options, and internally manage deliverable timelines
• Triage and resolve support inbounds, including but not limited to questions about customer deliverables
• Lead customers through new product rollouts and collaborate with Product and Engineering teams on these rollouts where appropriate
• Review and distill customer feedback for Product and the larger Raptor Maps team
• Quickly develop and maintain subject matter expertise on solar equipment, Raptor Maps inspections, and the Raptor App suite of features
• Support Sales and Customer Success teams in high-leverage customer engagement and by answering internal questions
• Execute on customer platform access SOPs

Preferred Qualifications

• Familiarity with relevant software, including help desk ticketing systems and CRM tools
• Proficiency with Microsoft/Google suite
• Working knowledge of SQL/data analytics
• If no prior experience in solar or software, proven experience in learning a new field in previous role pivots

Benefits

• Paid travel for in-person team trips
• Healthcare with dental and vision options
• Unlimited vacation policy
• 401(k)
• Desk budget
• Monthly remote social events and plenty of DoorDash credit
• Amazing team members that tend to love memes, pets, solar, and being active