Customer Support Specialist

Customer Support Specialist - Weekends and off-hours 

Remote based - USA

Who we are:

SafetyChain is a fast growing B2B SaaS software company focused on process manufacturers. Our industry leading Plant Management Platform helps manufacturers improve yield, maximize productivity, and ensure compliance throughout their operations.

We have a passionate, diverse team serving our customers in over 1,500 locations across the world. We believe help and hustle make for a great place to work and we foster a dynamic, positive culture that empowers our team to spend every ounce of energy towards solving our customers’ problems… and supporting each other. Our culture is real, tangible, and rewarding.

Sounds interesting? Let’s talk about the role.

About the role:

The Customer Support team at SafetyChain Software is looking for a Customer Support Specialist who can assist our customers with product issues and help maintain a high level of satisfaction through outstanding customer service and effective collaboration efforts with our other departments.

The Customer Support Specialist will be responsible for assisting customers with interesting and challenging technical issues through phone, email, and live chat. In addition, the Customer Support Specialist will occasionally perform product configuration for new and existing customers, assist with bug fix verification, create training materials, and master new product features. The successful candidate will develop a comprehensive understanding of our product and customer service policies as well as collaboration with engineering as needed to ensure customer’s success with usage of SafetyChain’s products.

What you'll do:

As part of the Customer Support team, the Customer Support Specialist will ensure our customers gain the highest return on their investment of SafetyChain. The success of this role means outstanding customer satisfaction, excellent customer retention rate and potential future sales. Customer Support Specialists will be SafetyChain Software experts that are technically sound, well organized, possess excellent time management skills, and pay close attention to details.

Key Responsibilities:

• First point of contact for customers for after hours and weekend Support
• Provide support for all customers within the ticketing system, chats, and phone calls.
• Triage software reported issues.
• Resolution of Tier 1 issues.
• Document all customer requests and product issues discovered.
• Collaborate with other departments to provide updates and resolutions to the customer.
• Provide customer focused training sessions to customers.
• Draft and update existing material on Best Practices, training materials, and knowledgebase articles to provide the most updated material for internal and customer reference.

Our Ideal Candidate:

We are looking for candidates with a desire to learn, grow and continue their career with us. You likely started your career in an entry level or general support role at a large company but are tired of the politics, lack of support or just being a number. Or perhaps you are new out of college looking for a role where you can apply both your technical and personal skills. Here’s a little of what we are looking for:

• Ability to work weekends: Looking for weekend coverage from either 7am-3pm PT or 9am-5pm PT (i.e.10am-6pm or 12-8pm EST) and weekday coverage for late shift hours to cover the gap of 5pm-9pm PT - perhaps 2pm-10pm PT shift Thursday, Friday, Monday
• 0-3 years of customer support, software account management, software configuration, training, and/or administration or Bachelor of Science degree.
• Strong quantitative, analytical, and conceptual skills.
• Excellent interpersonal skills with great energy and enthusiasm.
• Strong written and verbal communication, project coordination, and organizational skills.
• Demonstrate a consultative approach in addressing customer needs.
• Ability to effectively manage time, prioritize tasks and work within deadlines with limited supervision.
• Ability to be flexible in a growing, entrepreneurial company environment.
• Enthusiastic, self-motivated, self-starter and maintains a positive attitude.
• Work independently or as a team player in a team environment.
• Possess an eye for detail and have excellent verbal and written communication skills.
• Fast learner and able to keep up with fast (but fun) pace.
• Proficient in Atlassian (Jira, Confluence).
• Proficient in Microsoft Office (Excel, Word, and Visio).
• Nice knowledge to have but not required - SQL, HTML, CSS, and Javascript.

Things that make the job awesome

• Competitive compensation plan
• Opportunity for stock options
• Medical, Dental, and Vision benefits
• Vacation
• Flex Schedule
• Fast growing company with big opportunity
• Great team and culture