Customer Support Specialist

Summary

Join the Nutshell team, an award-winning CRM and email marketing platform, and become part of a rapidly growing, globally expanding company. We offer competitive base pay, performance and learning bonuses, comprehensive health insurance, and world-class digital marketing training. Enjoy long-term stability, a supportive work environment, and numerous benefits, including a fully equipped home office setup and opportunities for growth and advancement. We prioritize our employees and foster a strong community, offering virtual professional development and team-building events. Our commitment to global giving and inclusive workplace culture makes Nutshell a unique and rewarding place to work.

Requirements

• Bachelor’s degree is preferred
• Pre-employment testing is required
• Fluent in English (written and verbal)
• Resume must be in English to be considered
• Comfortable with both object-oriented and procedural programming methodologies
• Likes to get things done, highly efficient
• Commitment to delivering high-quality communication, and bug fixes to users
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality, highly empathetic to users
• Obsesses over details
• Enjoys writing processes and making technical concepts more consumable for their audience
• Ability to understand prioritization/urgency level

Responsibilities

• Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
• Test site bugs yourself and confirm if you’re able to replicate
• Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
• Update application documentation, processes and standard operating procedures
• Publish in-app guides/documentation answering frequently asked questions
• Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
• Manually test new features and bug fixes
• Clearly communicate when Requests need edits or additional information
• Report on weekly KPIs: ie. tickets received, tickets completed, etc
• Report on guides/help docs analytics / usage

Preferred Qualifications

• Experience in technical software support, sales, or account management
• Familiarity with CRM, email marketing, or helpdesk software

Benefits

• Company profit-sharing
• Performance bonuses
• Health insurance (including dental, vision, remote doctor, etc.)
• World-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.)
• Long-term career track opportunities
• Ongoing learning bonuses (yes, you can get paid to learn!)
• Long-term stability
• Support during challenges
• Long-lasting relationships with both clients and team members
• Work from home
• Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Unrestricted access to our proprietary software/platforms that our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients
• Be part of a rapidly growing company that, at the same time, only partners with clients who share our values
• Merit-based promotional structure
• Annual merit-based compensation increases!
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts
• Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters
• Commitment to giving back globally
• From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
• Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
• FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
• With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!
• Merit-based promotional opportunities
• 95% of our promotions are internal!
• All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands
• Very competitive base pay
• Performance bonuses
• Ongoing learning bonuses (yes, you get paid to learn!)
• World-class digital marketing training (Organic SEO, Local SEO, PPC, Google Analytics + Studio, etc.)
• Long-term career track opportunities
• Health insurance (including dental, vision, remote doctor, etc.)
• Long-term stability
• Support during challenges
• Join a community
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts
• Invitation to our annual FXFest – an all-expenses paid trip for our international team members (with a 1-year tenure) to our company headquarters
• Fully equipped home setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Multiple schedule options from which to choose
• Be part of a rapidly growing company that, at the same time, only partners with clients who share our values
• Unrestricted access to the dozens of proprietary software/platforms our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients
• Merit-based promotional structure
• Annual merit-based compensation increases!
• Commitment to giving back globally