Customer Support Specialist
hace 5 meses
**We're **Karat**, the world's largest interviewing company.**:
Karat helps companies hire top engineering talent with confidence. As an end-to-end hiring solution, we work with organizations to improve the quality, efficiency, and equity of their technical hiring process. Global leaders like Walmart, Atlassian, and Citi rely on Karat to conduct hundreds of assessments and interviews every day through a powerful combination of human expertise and innovative technology. Our mission is to make every interview predictive, fair and enjoyable so we can unlock opportunity - for everyone. We're a passionate, focused, human-centric team, and we want you to join us
**Come join our Customer Operations team**:
Our Customer Operations team is committed to empowering Karat's customer partnerships through tool automation, insightful analytics, and a higher level of support throughout the entire customer journey.
**What you will do**:
As a Customer Support Specialist, you will develop positive and productive long-term relationships with assigned Karat customers throughout the pre-and-post sales lifecycle by providing proactive and insightful customer service.
**We are looking to hire for this position out of Mexico. Working hours will be 10:00 am to 6:30 pm CT.**
- Work closely with a variety of internal teams, such as Customer Success, Sales, and Solutions, as clients transition from pre-to-post sales.
- Oversee the Client Onboarding Project Plan, ensuring deliverables are timely and above agreed-upon performance expectations.
- Research, respond to, and accurately resolve support cases of moderate complexity within existing service level agreements (SLAs).
- Provide daily, detailed updates to case documentation to ensure Karat meets its objectives for Case Quality and Customer Satisfaction.
- Identify outlier circumstances with how clients are using or thinking about Karat, as well as new ways in which client data can be used to enhance performance.
**The experience you will bring**:
- 2+ years of experience in a client-facing or client-support position
- Previous remote experience for a U.S. company strongly preferred
- Strong fluency in written and spoken English
- Independent self-starter with strong organization, time management, and interpersonal skills (comfortable interacting with all levels of internal and external clients)
- Hands-on experience with a wide variety of software and systems (i.e., Google Suite, Microsoft Suite, Slack, Smartsheet, Salesforce, Zendesk, etc.)
**Applicants, please note: submissions not 100% in English will not be considered.**:
**Legal Employment Statement**:
Karat is a U.S. company. In order to work with individuals outside of the United States, we partner with a Professional Employer Organization (PEO). If hired for this position, your legal employer will be the PEO. This means your payroll, benefits offered, time off, etc., will be offered and managed by them.
**Learn more about us**:
**_Statement of Inclusivity:_**:
- In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Karat._
- We value a diverse workforce: people of color, womxn, and LGBTQIA+ individuals are strongly encouraged to apply._
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