Job Description

Type: Salary
Reports to: Product Manager

Social Assurance is a SaaS (Software as a Service) company providing marketing, communication, content management, and community engagement software and services to community-focused brands and organizations. Its customer base is international in scope and focuses on regulated industries within financial services, education, and the public sector.

The Support and Customer Success Specialist joins the customer support team to help manage software support requests. This person is responsible for responding to customer inquiries, troubleshooting technical issues, and providing guidance on software solutions. This position requires a high level of customer service, technical knowledge, and problem-solving skills.

The Support and Customer Success Specialist exhibits the following Social Assurance core values:

• Drive: Is a self-starter and highly motivated, works well independently, and thrives in a collaborative environment.
• Responsibility: This individual demonstrates immense pride in their work and understands the need to exceed customer expectations.

Support and Customer Success Specialist Responsibilities:

• Respond to customer inquiries via email, chat, and phone
• Identify and escalate critical issues to the appropriate departments for resolution
• Troubleshoot software issues and provide solutions
• Assist customers in navigating software solutions
• Follow up with customers to ensure issues have been resolved to their satisfaction
• Help test new software product releases and provide feedback
• Aid in managing our customer support center
• Document customer inquiries and solutions
• Guide new customers through the onboarding journey from initial purchase to confident everyday use

Key Qualities:

• Loves helping others
• Self-starter and highly motivated
• Works well independently and in a team environment
• Highly collaborative and engaged
• Creative problem-solver
• Open to feedback and self-improvement
• Curious and inquisitive
• Excellent communication skills
• Highly productive
• Strong writing skills and grammar

Background and Qualifications:

• High school diploma or equivalent; college degree preferred
• 1-2 years of customer service, technical support experience, or onboarding
• Excellent communication skills, both written and verbal
• Strong problem-solving skills and the ability to think creatively to resolve customer issues
• Ability to multitask and prioritize effectively in a fast-paced environment
• Experience with CRM and/or ticketing software
• Strong attention to detail and organizational skills
• Knowledge of the customer onboarding process, and what it takes for an individual to go from novice to subject matter expert
• Skill in training and teaching, including both live instruction and developing materials for on-demand learning