Loopio is hiring a
Customer Support Specialist, Remote - India

Summary

The job is for a Customer Support Specialist role in Loopio's Support Team based in India. The role involves troubleshooting and resolving reported issues, providing customer service, creating help center resources, and partnering with various teams. The work hours are primarily focused on extending the support to a 24/5 model.

Requirements

• 3+ years experience in a B2B customer-facing role, including SaaS industry experience
• 1+ years experience supporting Salesforce or a Salesforce-integrated product
• Strong desire and passion for helping and supporting others
• Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage
• Curious with great detective skills - problem-solving really gets you excited!
• Tech savvy, a strong understanding and a desire to learn new technologies and tools
• Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role
• Excellent written and verbal communication skills with attention to detail
• Strong organizational skills, calendar management and prioritization are areas you’re comfortable in!
• Ability to multitask and context switch with ease

Responsibilities

• Provide personalized and relevant assistance to all Loopio for Salesforce and Loopiousers (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
• Reproduce issues, review logs and internal resources as needed to debug issues
• Deliver viable workarounds and solutions to help customers meet deadlines
• Provide both quick and high-quality support to our customers, via email and phone
• Communicate complex information to customers in a simple and easy-to-understand format
• Create and maintain help center resources to aid customers in self-service
• Document internal learnings assisting other support team members in solving tickets
• Participate in internal training sessions to teach your teammates new skills
• With the wider Customer Experience team delivering value and contributing to customer retention
• With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
• With Product and Design by sharing customer product feedback and discussing feature requests
• Learn continuously about new features and product improvements, maintaining SME knowledge
• Participate in team huddles to share new product learnings
• Spot trends and proactively identify areas for team/process/product improvements

Benefits

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s
• You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
• You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
• You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up!
• Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
• You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment