Pro Services Support Specialist

We are an American company looking for a hardworking Pro Services Support Specialist! This is a full-time position with great potential for the right contractor.

Hours: Monday – Friday, 8 am-5 pm US MST/PST (flexible to accommodate occasional after-hours meetings with the Australia team).
Pay Rate: $900 – $1000 USD Monthly + 13 Month

Role Overview:

We are seeking a Pro Services Support Specialist to join our team. This role is critical in managing the technical aspects of client support, including minor data manipulation, system uploads, and email-based customer interaction. The ideal candidate will be instrumental in ensuring our customers are effectively supported through their lifecycle, from initial setup to ongoing services. Must have familiarity with:
*CRM systems (such as Salesforce), Jira, Asana, Gainsight, Google Suite and internal communication tools like Slack.
*Experience with support/messaging systems like Zendesk.
This role is pivotal for ensuring that clients receive the technical support required to maximize their success with our products. If you have a passion for technology, a keen eye for detail, and a commitment to exceptional customer service, we encourage you to apply.

Responsibilities/Job Duties:

Product Implementation and Technical Support:
– Attend project meetings, provide technical configuration guidance, and initiate technical support tickets.
– Analyze client requirements for effective solution execution and oversee customer activation processes.

Data & Documentation:
– Maintain accurate project documentation and internal process optimization.
– Manage data manipulation tasks, ensuring data meets formatting requirements for system uploads.

Customer Interaction and Internal Collaboration:
– Directly respond to client requests via email and manage internal ticketing systems.
– Collaborate with L1 and L2 Support, Product and Engineering, and Customer Success Managers.

Qualifications & Skills:
– Experience in Customer Service Support, Technical Support, or Account Management.
– Exceptional verbal and written communication skills.
– High motivation for task completion and workload organization.
– Quick adaptability to new software features.
– Strong analytical skills and proficiency with Excel and Google Sheets for data manipulation.
– Familiarity with CRM systems, Jira, Asana, Gainsight, Google Suite and internal communication tools like Slack.
– Experience with support/messaging systems like Zendesk.
– A positive and proactive attitude towards work, learning and adapting to new processes and software.

Technical Requirements:
– Stable internet connection with backup power.
– Functional webcam and headset for daily video calls.
– Professional background for daily video interactions.

Benefits:
– Career advancement opportunities.
– Supportive and positive work environment.
– Daily Check-In with Multiple Points of Contact
– Paid Vacation, Holiday & Sick Time (after probation period)
– 13th month pay

Application:

To apply, please submit your resume and cover letter detailing your experience and suitability for the role to Click to view. It is important that you write ‘Pro Services Support Specialist’ in the email subject line. If you miss this part, we will not read your email and you will be disqualified immediately.