Customer Support Specialist

Summary

Join Knak's Customer Success team as a fully remote Customer Support Specialist! You will be a product expert, assisting customers with questions and issues via phone, email, and chat. Your responsibilities include responding to queries, creating help documentation, gathering customer feedback, and collaborating with other teams. You'll proactively address support tickets and monitor customer health. This role requires customer service experience, strong communication and problem-solving skills, and experience with support documentation. Knak offers a rewarding work environment, competitive salaries, equity, great benefits, paid vacation, and opportunities for career growth.

Requirements

• Customer service experience, preferably in a Saas/Tech environment
• Ability to empathize with customers with strong multitasking skills
• Be excited by technology, love solving problems and passionate about helping others
• Exceptional problem solving and communication skills
• Experience writing and maintaining support documentation
• Ability to thrive and adapt in a fast paced work environment that is continuously evolving
• Be a Self Starter

Responsibilities

• Be an expert with the Knak platform
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Assist in creating and maintaining help documentation and support videos
• Gather customer feedback and enhancements and share with our Product, Sales, CS and Marketing teams
• Being proactive to triage support tickets and liaise with the Dev team to ensure tickets get resolved in a timely manner
• Monitor customer health and reach out to assigned CSM to assist in providing a solution/support
• Share feature requests and effective workarounds with team members & customers
• Be the advocate for the customer by Identifying needs and help customers adopt features

Preferred Qualifications

• Working knowledge of customer facing solutions such as Intercom and Zendesk would be an asset
• Knowledge of HTML/CSS and experience with emails and/or landing pages would be an asset

Benefits

• Competitive salaries
• Equity in the company
• Great benefits
• Paid vacation
• Life leave days
• Team lunches and off-sites
• Commitment to YOUR career growth