About the job
About Our Client
Our client has surpassed $200M ARR and continues to grow as a leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500 leverage their technology to move their businesses forward with greater clarity and agility. The company is top-rated on G2.com and Gartner Peer Insights.
At the company, team members inspire each other to innovate. The team spends each day thinking of new ways to help their customers and contribute to the greater good of the company and their surrounding communities. They focus on assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by their customers. The company has become one of the 500 fastest-growing tech companies in North America for the sixth year in a row, as ranked by Deloitte!
Key Responsibilities:
The company is looking for positive, self-motivated professionals with customer support experience and an affinity for technology products and innovation. In this role, you will be working directly with active clients assisting with any product feature functionality questions they have for the products your team supports.
Additionally, you will coordinate the delivery of a variety of services offered by the Support team. These services include but are not limited to: responding to inquiries via email tickets and phone, data migrations, live phone training, and reconfiguration. Through your experience in assisting clients, you will gain a valuable understanding of the needs of their customers. Job duties also include helping troubleshoot any issues in the system that a client may have encountered and working with various internal teams to resolve these issues and/or provide solutions.
- Attributes for a Successful Candidate1-3 years experience in a technical support function
- SaaS environment and experience is highly preferred
- Proficiency in Excel fundamentals is highly preferred
- Confident working in the Eastern and Central Time Zone is highly preferred
- Familiarity with the helpdesk ticketing system (ZenDesk experience is a plus)
- Bachelor's degree or commensurate combination of education and experience
- Ability to analyze and troubleshoot to resolve problems quickly and cost-effectively
- Ability to communicate clearly with team members and clients
- Excellent interpersonal, verbal, and written communication skills, with emphasis on phone, email, and online communications
- Collaborate with development, product management, and customer onboarding functions to care for customers efficiently and effectively
- High level of energy, drive, enthusiasm, initiative, commitment, and professionalism
- Self-starter with solid organizational and planning skills
- Accounting & Audit knowledge is a plus
- Open-minded and willing to learn
- Company ValuesCustomer obsession: Apply relentless focus on listening to and understanding customers as the core of everything they do
- Win, together: Drive to be the best while supporting each other’s success
- Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals
- Personal improvement: Stay eager to share insights, seek feedback, and continuously learn
- Constant innovation: Challenge the status quo and drive improvement
- PerksLaunch a career at one of the fastest-growing SaaS companies in North America!
- Live your best life (LYBL)! $200/mo for anything that enhances your life
- Remote and hybrid work options, plus lunch in the office
- Comprehensive employee health coverage (all locations)
- 401K with match (US) or pension with match (UK)
- Competitive compensation & bonus program
- Flexible Vacation (US exempt & CA) or 25 days (UK)
- Time off for your birthday & volunteering
- Employee resource groups
- Opportunities for team and company-wide get-togethers!
Salary Range
$48K – $72K • Offers Bonus
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
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