customer relations Remote
Job description
Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.
The Customer Support Specialist will provide front-line, first-response support to our customers with a strong inclination for technical support. In this role, you will serve as the first point of contact for our customers, ensuring a stellar and memorable service experience. You will be required to address anything from login issues to deep-diving into bugs and errors within our platform or its integrations.
This role requires a hands-on approach to troubleshooting, testing, and resolving customer issues while effectively communicating between engineering teams and customers. A critical aspect of this role includes staying current with customer JIRA tickets, working within Zendesk, and managing ticket loads and stats. The position demands an ability to swiftly learn and adapt, as errors can be complex, requiring an in-depth understanding of various aspects of the company. You will need to actively seek knowledge, understand various facets of the company, and address technical support issues effectively.
This role also requires screen sharing for anything from assisting customers with logging in to recording bug-related issues to report to our Engineering team.
Reporting to the Manager of Customer Support, you will be joining a team that values dedication and commitment.
Challenges You'll Tackle:
- Promptly and professionally respond to customer support tickets, calls, and emails.
- Address a broad range of customer issues, ranging from login help to deep diving into bugs and errors within the platform or its integrations.
- Identify, troubleshoot, test, and resolve customer system issues through effective communication with engineering teams.
- Stay current with customer JIRA tickets and manage ticket loads and stats in Zendesk.
- Build and maintain strong relationships with customers, establishing high credibility and enhancing customer satisfaction.
- Develop an in-depth understanding of all Sertifi products and services, seeking knowledge proactively.
- Assist with document creation, account setup, and other customer projects as necessary.
- Participate in a rotating holiday support schedule.
- Utilize screen sharing for a range of tasks, including assisting customers with logging in, and recording bug-related issues for reporting to our Engineering team.
- Collaborate with the team and manage workload independently, being self-driven to learn and adapt swiftly.
What You'll Need to Succeed:
- Bachelor’s Degree from an accredited College/University is preferred, or 4+ years of relevant experience in lieu of education.
- 2+ years of customer service experience in a technical support environment, B2B/SaaS experience preferred.
- Experience with SOP development and implementation.
- Must be adept at multitasking and thrive in such an environment.
- Demonstrated experience with JIRA, Confluence, Zendesk, Microsoft products, Salesforce, and customer-facing troubleshooting platforms.
- Exceptional written and verbal communication skills.
- Strong problem resolution and analytical skills.
- Self-motivated, with a thirst for knowledge and a desire to take on challenges.
- Ability to commit to a work schedule and exhibit dedication.
- Aspiration for career advancement and eagerness to take on additional tasks.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of the time.
What’s in it for you:
You will work in a collaborative environment that welcomes innovative ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment.
Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.
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