Muck Rack is hiring a
Customer Support Specialist

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 such as 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: 8:00am-5:00pm, 11:00am-8:00pm, OR 12:00p-9:00pm EST

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