Customer Support Specialist

Summary

Join FMX's Customer Success team as a Customer Support Specialist and become a key player in providing world-class support. You will manage a high volume of inbound support tickets, troubleshoot technical issues, and conduct end-user training. This role requires strong problem-solving skills, excellent communication, and the ability to build rapport with customers. FMX offers a fast-paced, collaborative environment with competitive benefits, including 100% company-paid health insurance, flexible hours, generous PTO, and a home office stipend. The ideal candidate will have 1-3 years of experience in customer support and a customer-centric mindset. This remote-first position offers opportunities for professional growth within a growing company.

Requirements

1-3 years of experience in Customer Support, SaaS, or a related role

Responsibilities

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high-level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

Preferred Qualifications

• BS/BA degree is preferred
• Background in customer support and/or IT helpdesk is a major plus
• Customer-centric mindset; a 98% customer satisfaction rating is a mark you strive to uphold
• You’re a problem solver and have demonstrated the ability to analyze, troubleshoot, document and resolve complex technical issues in a timely manner
• Can handle a high volume of support cases and consistently meet established SLAs
• Exhibit exceptional written and verbal communication skills
• You’re compassionate and skilled in building rapport and relationships with customers
• Proven experience working in a deadline-driven environment with great results
• You take pride in your work; quality is of the utmost importance
• Comfortable leading training sessions with end-users with varying levels of technical knowledge
• Demonstrate a high attention to detail and excellent time management/organizational skills
• Innovative mind and can use your creativity to create impactful solutions for end-users
• Self-motivated and able to thrive in a fast-paced, competitive environment
• Willingness to travel a few times a year
• Embodiment of our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity

Benefits

• 100% company-paid health, dental and vision insurance
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need. We have one all-company event each year to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers. When you’re in the office, you can take advantage of our free snacks, beverages, and office kegerator
• Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Enjoy flexible working hours: Have a dentist appointment at 8:30 AM? Need to tack on an extra 15 minutes at lunch to squeeze in that workout? As long as you're getting your work done then our working hours are flexible
• You can wear jeans and tees: Feel free to keep it casual, we do
• You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously
• You’ll have a chance to grow professionally with the team: We gather daily to share insights and resources. In addition, we have a weekly book club where we discuss professional development books and look for ways to grow as Salespeople
• You can wear jeans and tees: Feel free to keep it casual, we do
• 401(k) and medical / dental / vision insurance