What are the responsibilities and job description for the Customer Support position at Vintage Recruits?
Role Description
As a Customer Support Specialist at with our client, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed.
Key Responsibilities:
* Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution
* Troubleshoot technical platform issues
* Advise our customers on best-practices with the Triple Whale platform and its use cases
* Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
* Act as first line of defense for triaging & debugging platform health issues
* Exceed customer expectations on response quality, timeliness of responses and overall customer experience
* Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry
Qualifications:
* 1-2 years of experience in a customer support or client-facing role, in a SaaS or tech environment.
* Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred.
* Strong technical understanding
* Strong verbal and written communication skills with the ability to explain complex concepts in a simple way.
* Ability to troubleshoot basic technical issues and think creatively to find solutions.
* A customer-first mentality, with a genuine desire to help others and ensure their satisfaction.
* Comfortable using various software tools, and able to quickly learn new technologies and systems.
* Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
* Ability to manage multiple tasks and prioritize effectively.
* Familiarity with Hubspot, a huge plus.