Remote Customer Support Specialist

Summary

Join Loopio's Support Team as a Customer Support Specialist to provide personalized assistance, troubleshoot issues, and empower customers in a remote-first workplace.

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 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
• Empower: 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
• Partner: 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 learn 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

• Remote work
• Flexible hours
• Professional development opportunities
• Wellness programs