What are the responsibilities and job description for the Support Specialist position at FinalForms?
The Support Specialist plays a vital role in fostering positive customer relationships, ensuring client satisfaction, and contributing to the overall success of FinalForms' initiatives. The Support Specialist is an energetic, self-motivated communicator with a passion for assisting users in maximizing the benefits of education technology. They thrive on building and maintaining strong relationships with educational leaders and supporting them in utilizing FinalForms' solutions effectively. The Support Specialist reports to the Director of Customer Experience.
The Support Specialist must be adept at problem-solving, possess excellent communication skills, and be a proactive team player. In addition to these qualities, they will be responsible for the following:
CUSTOMER SUPPORT
• Provide exceptional support, address inquiries, troubleshoot issues, and ensure a positive user experience.
• Assist and educate FinalForms users with detailed email communications
• Provide links and appropriate online resources
• Collaborate with cross-functional teams to resolve customer concerns promptly and efficiently
• Investigate and resolve technical issues reported by clients, working closely with the development team.
COMMUNICATION
• Effectively and frequently connect with customers to increase their confidence with FinalForms.
• Ensure inquiries, questions, and challenges are resolved efficiently.
• Help FinalForms users troubleshoot technical issues.
PRODUCT KNOWLEDGE
• Develop a comprehensive understanding of FinalForms’ technology and services.
• Effectively communicate product features and benefits to clients, tailoring information to meet their specific needs.
• Stay informed about updates and enhancements to products.
RELATIONSHIP BUILDING
• Cultivate and nurture strong relationships with key stakeholders within educational institutions.
• Collaborate with clients to understand their unique requirements and provide solutions that align with their goals.
CROSS-FUNCTIONAL COLLABORATION
• Collaborate with other teams, including sales, project management, and training to ensure a unified and cohesive
experience for our customers.
• Facilitate communication and collaboration to address customer needs and concerns.
• Contribute insights and observations to enhance product features and processes.
DAY TO DAY
• Attend required weekly, bi-weekly and monthly meetings
• Following internal SOPs and fulfill procedural requirements
What You’ll Need to Be Successful
- Excellent communication skills, both written and verbal
- Ability to independently solve technical problems
- Innovation and creativity to create strategies that satisfy customer needs
- Ability to lead groups and be decisive
- Collaborative skills to accept and incorporate ideas into strategies
- Time management and organization in order to meet strict deadlines
- Ability to recognize trends and stay ahead of them
- Proficient with HubSpot, or equivalent CRM, application
What Will Differentiate You
- Autonomy: The internal drive to initiate and contribute to success.
- Action: The ability to independently manage assignments from start to finish.
- Communication: The ability to effectively connect with concise verbal and written communication.
- Acumen: The capability to quickly learn, apply, adapt, and manage processes.
- Service: A service mindset dedicated to a positive influence on education.
- Flexibility: The ability to adapt quickly to evolving needs.
Requirements
- Bachelor’s degree in business administration, marketing, or a related field.
- 2 or more years of experience in customer service
- Technology Experience. Able to effortlessly manage HubSpot, GSuite, FinalForms, and other applications
Occasional Travel - Initial onboarding will require 1-2 weeks in person at our Cleveland, Ohio office. Additional travel required for annual Employee Summit and educational conferences when needed.
The Support Specialist will consistently represent FinalForms by reflecting the quality of the brand including the mission, vision, and values of the company with a positive and energetic tone, attitude, and interactions.
ABOUT BC TECHNOLOGIES COMPANY - FINALFORMS
Founded in Chagrin Falls, Ohio in 2012, BC Technologies Company is a technology company focused on serving the education industry. BC Technologies currently offers 3 products within the industry.
FinalForms is an online forms and data management application that helps school districts collect, verify, and distribute critical student and staff data to boost compliance and increase safety while reducing risk, controversy, and liability with a digital, time-stamped, paper trail.
Association Management Platform (AMP) is a digital platform that allows Interscholastic Administrator Associations (IAAA) to manage membership and awards, collect event registrations, connect members, and facilitate continuing education.
Tower is a digital platform that allows High School Athletic Associations (HSAA) to centralize communication, collect or distribute compliance information, analyze data, and create marketing opportunities.
BC Technologies Company has revolutionized data management within the Education Technology (“Ed Tech”) space and continues to lead the fast-paced, evolving industry; all while maintaining fundamental relationships with schools, interscholastic administrator associations, and high school athletic associations.
CULTURE
Our unique culture focuses on our vision, mission, and values in an atmosphere that maximizes personal freedom. While regular team communication is scheduled and structured in on-site or virtual environments, the majority of the commitment is unstructured. We encourage our team members to balance their investment of time with their family, health, community, and personal endeavors.
Salary : $48,000 - $50,000
