BA Global Talent seeking a motivated and customer-centric individual for the Customer Support Specialist position to play a crucial part in ensuring customer happiness and retention by collaborating across various departments, responding to support tickets, and addressing customer inquiries with efficiency and precision.
Responsibilities:
- Support customer happiness and retention through cross-functional collaboration with customer success, engineering, product, and sales teams.
- Respond to support tickets, identifying and resolving customer issues promptly.
- Relay advanced customer problems to customer success and engineering, providing detailed notes for effective resolution.
- Create video recordings of solutions for customers to facilitate understanding.
- Engage in phone conversations with customers to debug and resolve issues effectively.
- Identify common questions and contribute to the creation of knowledge base articles.
- Master the tools used in-house, including HubSpot and Intercom.
Requirements:
- Excellent written communication skills.
- Previous SaaS support experience.
- Hands-on experience managing customer issues through ticketing solutions (e.g., Intercom).
- Technical support experience, supporting customers using Enterprise Software or SaaS Solutions.
- Comfortable on the phone, with strong email writing skills, and the ability to handle objections.
- Sense of humor and a positive attitude, fostering a fun and collaborative work environment.
- Ability to write about technical subjects clearly and engagingly.
- Proactive approach to problem-solving, proposing solutions rather than just pointing out problems.
- Proficient in leveraging tools, such as Excel and other software, to solve problems.
Preferred Qualifications:
- Previous CRM experience, with familiarity in HubSpot is a plus.
Time Zone: PST
Schedule: Full Time
About BA Global Talent
BA Global Talent is a young, fast-growing company that strives to provide high-quality remote service providers to US-based clients. BA was founded by a lawyer and a business administrator who harnessed their expertise and relevant local experiences to ensure that demanding employers can find high-quality, remote service providers to help their businesses grow.