Customer Support Specialist

Overview of the role:

As a Customer Support Specialist at WorkTango, you'll be the frontline ambassador, providing exceptional service and support to our valued customers. With a data-focused approach and strong qualitative and analytical skills, you'll promptly and efficiently address routine inquiries about our software products, ensuring our clients receive top-notch assistance. The ideal candidate is a collaborative team player adept at thriving in a dynamic work setting. They possess a knack for problem-solving, are self-motivated, and exhibit impeccable attention to detail.

The awesome stuff you’ll do in this role:

• Provide exceptional customer support to WorkTango customers, addressing inquiries about software products promptly and effectively.

• Ensure a positive and seamless customer experience while adhering to SLA targets.

• Educate customers on platform usage and available resources, setting clear expectations on support response and resolution times.

• Take ownership of customer inquiries from start to finish, demonstrating urgency and follow-through.

• Actively listen to understand customer needs and troubleshoot product issues creatively, leveraging available resources.

• Escalate complex issues to appropriate teams and contribute to process improvement and best practices.

What you’ll need to be successful in this role:

• 1+ years of experience supporting a consumer-facing SaaS product.

• Excellent written and oral communication skills.

• Proficient in problem-solving and follow-up skills, with solid time management and multitasking abilities.

• Detail-oriented, quick learner, and self-starter who can prioritize workload effectively.

• Strong quantitative and analytical skills.

• Ability to comprehend simple datasets, perform lookups, and draw inferences.

• Attention to detail, highly organized, with an absolute focus on the quality of work.

• I am passionate about being a voice for the user, naturally curious, able to work with ambiguity, and motivated to find solutions.

• Collaborative mindset, able to work internally with different teams to address customer needs and contribute to documentation updates and creation.

• Demonstrated ability to provide clear, concise, and easy-to-understand responses to customer inquiries through various channels, including ticketing systems, email, and video calls.

• Experience with ticket-based systems, Zendesk preferred.

• Familiarity with Call Center Phone technologies or other virtual/soft phone systems.

• Basic knowledge of customer support principles and best practices.

• Experience with MS Excel required.

• Experience with Google Suite preferred.

• Desire to become a subject matter expert on WorkTango offerings, contributing to self-help articles, training materials, and process improvement.