The role
As the customer success specialist, you will serve on the front line for support of our clients, the face of idologyWe are looking for a customer success specialist who has a genuine love of supporting saas clients, problem solving, training, and analyzing dataIf you are described as a proactive, detail oriented, problem-solver that thrives in a fast-paced work environment, then we would love to hear from you.
What you’ll do:
Receive and resolve customer calls, emails, and support tickets via online tracking system.
Thoroughly document support tickets with customer correspondence to show issue history.
Provide basic level troubleshooting to clients regarding concerns with technical issues and reconciliation of accounts.
Ability to identify when escalation is needed and document troubleshooting steps that were taken to ensure proper escalation to the appropriate department.
Perform training remotely on our saas for clients for new solutions and enhanced solutions.
Assist with the presentation of monthly results to ensure proper data analysis and recommendations based on those findings
Perform ad hoc customer service-related tasks or projects as necessary
Availability to be on call after normal work hoursNormal work hours are monday – friday 9:00 a.m– 5:30 p.mEst
To help you be successful, we’re looking for:
Experience in a consulting or help desk type environment is a plus
Strong telephone presence and excellent written and verbal communication skills
Ability to provide courteous and empathetic support while following company rules and guidelines
Possess sense of urgency and ability to ask appropriate probing questions to ensure you understand the complete nature of a request
Proactive, detail-oriented, problem-solver who is committed to accuracy and can effectively handle stress in difficult situations
Experience troubleshooting minor technical issues, and knowledge of smart phones / mobile apps
Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
Basic computer skills (including word, excel, outlook) and knowledge of jira and salesforce
What’s in it for you?
You’ll be working in a high growth industry with some of the biggest brands and customers, globallyWe also offer competitive compensation packages such as flexible spending accounts, a 401(k) plan and several health insurance options so you can choose a plan that best meets your needs.
Next steps
If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact hr@idology.com we’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.
Benefits
Health, wellness & compensation: idology offers competitive compensation packages as well as flexible spending accounts and a 401(k) planWe also offer several health insurance options so that you can choose a plan that best meets your needs.
Philanthropy: giving back to the community is a vital part of the idology cultureOur goal is to promote a culture of caring and to help our employees give back in meaningful waysIn addition to company-wide philanthropic initiatives, idology employees are entitled to paid time off for volunteer projects of their choice.
