Muck Rack is hiring a
Customer Support Specialist in United States
![Logo of Muck Rack](https://cdn.jobscollider.com/logo/muck-rack-bb3d.webp)
Customer Support Specialist closed
🏢 Muck Rack
💵 $54k
📍United States
📅 Posted on Jun 29, 2024
Summary
Muck Rack is seeking a Customer Support Specialist to join their fully distributed team. The role involves providing best-in-class customer service, troubleshooting software issues, and working closely with the editorial, customer success, and product teams. The ideal candidate has 1-2+ years of experience in technical support, exceptional communication skills, and familiarity with tools like Google Apps, Salesforce, Slack, Intercom, GitHub, and boolean searching.
Requirements
- 1-2+ years of experience in technical support; B2B and SaaS experience is preferred
- Exceptional written and verbal communication skills, with a focus on listening and asking the right questions; comfort communicating with customers via chat, email
- Can autonomously troubleshoot and perform in-depth investigations to fix a problem
- Ability to adapt quickly to changing priorities and customer needs
- Familiarity with the tools we use, including Google Apps, Salesforce, Slack, Intercom, GitHub, and you learn how to use new tools quickly
- Familiarity with technical writing; writing troubleshooting and navigation steps for websites
- Attention to detail and curiosity to identify the core of issues
- Continuous learner with a desire to be the first to learn new features
- Experience working in public relations or familiarity with the industry is preferred
- Familiarity with boolean searching
- Must be willing to work one of the following shifts: 9:00am-6:00pm EST; 11:00am-8:00pm EST; OR 12:00p-9:00pm ET
Responsibilities
- Serve as a first responder for inbound communication through our site
- Answer customer questions and provide how-to help on Muck Rack’s capabilities
- Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
- Follow site issues to resolution and customer satisfaction
- Proactively reach out to customers who show signs of user error
- Identify processes that need to be improved and evolved
Benefits
- Remote Work, Forever
- Transparent Compensation
- Health & Wellness (comprehensive health, dental, vision, disability and life insurance for employees and their families)
- PTO and Family Benefits (4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our 'Holiday Swap Program', up to 16 weeks of fully paid parental leave)
- Personal & Professional Development (bi-annual performance reviews, team-wide workshops, management training and leadership training opportunities, unlimited subscriptions to L&D platforms including Coursera & O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development)
- Culture of Inclusion
- Customer-First
This job is filled or no longer available
Similar Jobs
- today💰$37k-$41k📍Worldwide
- today💰~$63k-$92k📍Philippines
- today💰$7k-$8k📍Worldwide
- today💰~$63k-$92k📍Australia
- today💰~$14k-$17k📍Malaysia
- 3 days ago💰~$57k-$82k📍Worldwide
- 3 days ago💰~$14k-$17k📍Mexico
- 3 days ago💰~$24k-$27k📍United States
- 3 days ago💰$22k-$32k📍Worldwide
- 4 days ago💰~$55k-$65k📍Chile