Junior Customer Support Specialist

Summary

Join Process Street, a no-code workflow platform startup, as a Customer Support Level 1 Specialist! You will be the primary point of contact for our global customers, addressing inquiries via phone, email, and live chat. This role involves advising customers on software usage, tracking interactions in Salesforce, and assisting with trials. You will also contribute to the knowledge base, conduct demos, and work with Customer Success Managers. The position requires 1-2 years of customer support experience, excellent communication skills, and a focus on customer experience. The work schedule is 9am-6pm EST.

Requirements

• Have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS
• Be an excellent communicator. This includes written and verbal English
• Pay attention to the details
• Be obsessed with customer experience
• Have a growth mentality
• Love working with technology
• Ability to work 9am-6pm EST

Responsibilities

• Respond to email, live chat, and phone inquiries from existing customers and prospects
• Advise customers on the best way to use the software to meet their needs
• Track customer interactions in Salesforce
• Assist prospects during their trial period to ensure they understand the product functionality
• Serve as a conduit for customers to communicate product and feature requests to Product Managers
• Assist our Customer Success Managers in dealing with large customers
• Contribute to the Support Knowledge-base
• Conduct product demos for prospects
• Conduct Onboarding and Account Reviews for existing customers

Preferred Qualifications

• Have experience building and maintaining relationships with remote customers
• Have experience with Intercom and Salesforce

Benefits

• Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December
• Annual company offsite – We get together as a whole company annually as well as encourage and sponsor small group meetups so that you can meet your teammates face to face around the world
• Social time – We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections
• Generous health insurance – for US employees and their families, including dental and vision plans
• Equity for all full-time roles