Coefficient - Support Specialist
Requirements
• Minimum 4+ years of SaaS customer support experience. • Must have an intermediate/advanced level knowledge of Google Sheets or Excel. • Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways. • Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods. • Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another. • Strategic problem solving - You can leverage multiple resources to inform and support critical decisions. • Excellent organization - You effectively prioritize work to target the highest-impact issues first. • Optimism - You are motivated by a challenge, and you approach problems with a positive attitude. • Ability to remain calm under pressure -- You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations. • Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback. • Experience with Zendesk, SQL, Salesforce, HubSpot, are a plus! • Bachelor's Degree in Business, Communications, English, or Journalism. • Support experiences in a high-volume environment, such as service industries, retail, or hospitality. • This role requires flexibility to cover shifts as needed to support business operations. Team members may be scheduled for evenings, weekends, and holidays as necessary.
Responsibilities
• Resolve a high volume of user requests through various support modalities which may include inbound and outbound email, chat, and messaging. • Investigate and fulfill all tier 1 & 2 support requests while communicating directly with users and internal stakeholders. This includes collaborating across teams to escalate issues as necessary. • Navigate ambiguity in one-off issues to deliver exceptional outcomes. • Diagnose problems and propose possible solutions for the short- and long-term. • Complete thorough documentation and notation on user requests to be able to provide feedback to leadership and program teams regarding processes and trends. • Demonstrate strong written and verbal communication skills while being mindful of your tone and your pace in order to respond to and exceed customers' expectations.
Benefits
• We believe great work happens when people feel supported — professionally and personally. That’s why we offer a thoughtfully designed compensation and benefits package to help you thrive: • Generous, Competitive Salary – We offer strong market-based compensation that reflects your skills, experience, and impact. • Medical Benefit Stipend – We provide a healthcare stipend to support your medical coverage needs and give you flexibility in choosing the plan that works best for you. • Medical Benefit Stipend • Generous Paid Time Off (PTO) – We value balance and encourage you to take the time you need to rest, recharge, and show up as your best self. • Generous Paid Time Off (PTO) • Company-Provided Computer – We equip you with the tools you need to do your best work. • Company-Provided Computer • Professional Development Stipend – We invest in your growth. Use your stipend for courses, certifications, conferences, or other learning opportunities that help you advance your career. • Professional Development Stipend • If you’re excited about supporting customers, solving problems, and growing with a team that values continuous improvement, we’d love to hear from you.
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