Chat Support Specialist [United States]

 

Job Title: Chat Support Specialist

Job Type: Full-Time

$ads={1}

Pay: $18.00 per hour

Work Hours: Monday to Friday 9 AM - 5 PM EST

Work Location: AMG Business Center

800 Ellis Rd.Norton Shores, MI 49441

Manager: Lisa Stanley - lisa@clickbidonline.com

Company Overview: ClickBid provides an event fundraising platform that helps charities strengthen their donor relationships through exciting events and year-round giving opportunities. Our proprietary software is supported by effective sales and service teams dedicated to understanding our customers’ mission and partnering with them to ensure success. Since our first event in 2002, we have sought to build a company that provides quality service and software that is built for active nonprofits. We are looking for a motivated and disciplined individual with a positive attitude who can assist in fulfilling our vision of aiding charities to raise more funds.

Position Overview: Position Overview: As a Live Chat Support Specialist in our Software-as-a-Service (SaaS) company, you will be responsible for providing exceptional customer service and technical support to our users through live chat. You will assist customers in resolving their inquiries, troubleshooting technical issues, and ensuring their overall satisfaction with our product. This role requires excellent communication skills, technical knowledge, and the ability to multitask in a fast-paced environment.

Responsibilities:

• Customer Support: Interact with customers via live chat to address their inquiries, troubleshoot technical issues, and provide solutions in a timely and professional manner.

• Technical Troubleshooting: Diagnose and resolve technical problems customers encounter while using our software, escalating more complex issues to the appropriate internal teams when necessary.

• Product Knowledge: Develop a deep understanding of our SaaS product and its features to effectively assist customers and provide accurate information.

• Documentation: Create and update support documentation, including FAQs and knowledge base articles, to help customers find answers to common questions and issues.

• Issue Tracking: Utilize HubSpot, our ticketing system, to log and track customer interactions, ensuring that all inquiries are properly documented and resolved.

• Customer Feedback: Gather customer feedback, identify trends or recurring issues, and provide valuable insights to the product development and quality assurance teams.

• Continuous Improvement: Proactively identify areas for process improvement and contribute to the development of best practices to enhance the customer support experience.

• Collaboration: Collaborate with cross-functional teams such as sales, marketing, and product development to relay customer feedback, report bugs, and contribute to the overall improvement of the product and customer experience.

Requirements:

• Experience: Prior experience in a customer support or technical support role, preferably in a SaaS or technology company.

• Communication Skills: Excellent written and verbal communication skills with the ability to convey technical information to customers in a clear and understandable manner.

• Problem-Solving Abilities: Strong analytical and problem-solving skills to diagnose and resolve technical issues effectively.

• Technical Aptitude: Familiarity with SaaS products, basic web technologies, and troubleshooting methodologies. Ability to learn and understand complex software applications quickly.

• Empathy and Patience: Empathetic and patient approach to providing support to customers, with the ability to handle challenging or frustrated customers professionally.

• Multitasking: Strong organizational skills and the ability to handle multiple customer chats simultaneously while maintaining attention to detail.

• Customer-Focused: Dedication to delivering exceptional customer service and ensuring customer satisfaction.

• Team Player: Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.

• Adaptability: Flexibility to work in a fast-paced and evolving startup environment, adapting to changing priorities and customer needs.

• Availability: Willingness to assist with remote support outside of office hours.

Additional Information — We take care of our people:

• Health/Dental/Short-Term Disability Insurance
• HSA Plan with Payroll Deduction
• Flexible Paid Vacation Policy
• Paid Holidays
• Performance-Based Quarterly Bonus
• Progressive Work Environment
• IRA w/ Employer Contribution
• Employee Wellness Program

$ads={2}

 

.