Customer Service / Technical Support - Team Leads & Management, Long Term Opp in Virtual Environment

Inc. Magazine has twice ranked our Company as one of the fastest growing companies in the United States in recent years - and we arent done growing!

Thats where you come in...

Were hiring FOUR full time Customer Success Leads to join our team to support the customer growth and software launches in 2019.

Our Company is passionate about delivering a complete suite of best-in-class marketing automation software and strategies to empower businesses to start up or scale up to their income potential. Our proprietary software solutions include push-button lead generation, automation funnels, video technology, reputation marketing, social media management & paid traffic. Our software & strategies are unlike anything else in the market!

If youve are looking to join other high achievers in an exciting, long-term career opportunity with a global impact then we have the perfect position for you. More importantly, if you want expand your talents and experience the challenge of a high-growth environment , then I invite you to keep reading below.

:: Culture ::

We work hard to keep a culture of like-minded individuals striving to embody the customer-centric mindset. Our team must be innovative problem solvers that embrace change and see challenges as an opportunity to learn, grow & lead. From each and every keystroke of programming to the way that we engage our customers in support - excellence is required. After all, we strongly believe in your success, is my success responsibility to ourselves, our peers and our customers.

: : Key Responsibilities : :

# Customer Support - Provide premium service to customers to through phone, email, ticket, chat & community interaction. The outcome of every interaction is customer success.

# Technical Assistance - Tier 1 & 2 troubleshooting and assessment on all product related issues.

# Product Consultations - Gain a practical working knowledge of all assigned software & strategies in order to facilitate 1-1 or small group coaching with customers.

# Retention Calls - Attempt to connect with inactive customers. When connected, create engagement strategies to support customer success.

# Sales Assistance - Assist customers with sales inquiries on products, subscriptions, payment processing and onboarding through chat, email, phone & video conferencing.

# Documentation - Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company security protocols.

# Resources - identify & draft customer response macros, knowledge base articles, help videos and community post responses.

# Reporting - Provide daily & weekly performance reports on KPIs (key performance indicator) including calls handled, tickets touched & completed, retention saves & subscriptions sold.

# Collaboration - Collaborate with Billing, Sales, Product Management, Quality Assurance or Technical Leadership to solve technical issues within 24-48 hrs.

# Training - Participate in on-going training of the software & strategies we teach; professional skills development is expected.

# Misc. - In a fast growing, entrepreneurial organization everyone is expected to help when the need arises.

!!! Minimum Requirements - Candidates are expected to meet the following minimum requirements:

*Schedule - Must be able to work 9am to 6pm Eastern Standard Time hours (including hour lunch). Rotating weekends. Evening requirements are limited. Overtime is possible.

*English - Must be fluent in English including exceptional written, conversational and video presentation abilities.

*Office - A dedicated, quiet space to perform duties as outlined.

*Hardware - Reliable hardware including: computer, mouse, keyboard and headset.

*Internet - Must have high-speed internet access; including reliable backup for outages.

*Positivity - An attitude of excellence (not perfection) is a minimum requirement for everyone.

*Communication - We win and lose as a team. Intentional, proactive communication is imperative for success in a virtual office.

*Problem Solving - Serving a global customer base with over 10+ enterprise software applications will require advanced problem solving abilities.

: : Software Experience - Candidates with experience using the following software are strongly preferred:

*Infusionsoft (or similar)
*PayPal, Stripe, Braintree (or similar)
*Zendesk (or similar)
*Calendly (or similar)
*Jira (or similar)
*Intercom (or similar)
*Social Media: Facebook Groups, Facebook Messenger
*GoToWebinar (chat management)
*Google: Mail, Calendar, Drive, Docs, Sheets
*Appointment Core (or similar)
*Jing (or similar)
About the recuiter
Member since May 20, 2018
Aditya Maulana
from London, United Kingdom

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