Technical Customer Support Specialist

hace 6 meses

Ciudad de México saas.group A tiempo completo

saas.group was founded in 2017 with a simple goal in mind: to help promising, profitable companies reach their full potential.

This role is for our portfolio company**:Pipeline CRM**.

**Here's a sneak peek.**

Our intuitive platform and enthusiastic customers are met by an equally impressive Support team who provide expert assistance on topics like lead management, deal tracking, task organization, integration, subscription management, and using our product.

**About Pipeline CRM**:
Founded in 2006 in Seattle, Pipeline CRM (formerly PipelineDeals) is known for its easy-to-use and customizable user experience, sales-focused features, and leading customer support and service. With its functionality and design, Pipeline CRM makes the day in the life of a sales professional as productive as possible, enabling them to build game-changing relationships.

Pipeline CRM serves an attractive market niche of SMB companies operating across industrial, logistics, professional services, and other industries, where B2B sales play an important role in driving organic revenue growth. It offers an alternative to enterprise solutions (e.g., Salesforce) while providing a rich feature set, including automation and integration with popular tools like Gmail and Quickbooks.

**As a Technical Customer Support Specialist, your day will consist of**:

- Delving into internal documents to proficiently troubleshoot the technicalities of our platform and aiding in the documentation of troubleshooting procedures for the more complex features or bugs.
- Masterfully identifying, vetting, and rectifying tickets or issues that users and staff report, delivering any bugs to our diligent Engineering team.
- Building and maintaining fruitful relationships with our internal stakeholders and contributing valuable product feedback based on customer interactions and observed pain points to our Product Team. Collaboration is key in our ongoing mission to perfect the customer experience.
- Elevating the efficiency and automation of our support processes, whilst exploring the potential of emerging technologies.
- Closely monitoring reported issues, taking ownership from initial problem-solving, through clear communication, to final resolution with the affected users and reacting to internal escalations and inquiries from our other splendid teams.
- Engaging in testing activities, major releases, upgrades, and document development or modifications.
- An eloquent communicator in written and spoken English (additional languages are always a bonus).
- Possesses at least 2 years of verified experience in Customer Support/Technical Support, or equivalent high-performance operational support teams.
- Has a proactive and positive nature, wishing to cultivate an environment of mutual trust, respect, and commitment.
- Has excellent Customer Service skills, with experience in Level 2 and 3 Support. A knack for building and maintaining fruitful relationships with both clients and internal stakeholders.
- Displays creativity in problem-solving, diagnostics, and investigation skills.
- Maintains a customer-focused mindset.
- Thrives in a team setting.
- Is inspired by our Core Values and uses them as a guide for their journey with our team.
- Work hours of M-F 8a-5p PST

**Technical Capacities**:

- Has previous experience with Helpdesk solutions (Help Scout and Socratic).
- Understands the interface of multiple systems, including both APIs and file-based systems.
- Knows their way around web debugging tools.
- Has experience with databases.
- Knows the ins and outs of Web Technologies.
- Is eager to handle customer data requests (data imports, data restores & updates, investigation of data-related events).
- Is brave enough to get under the hood and fix the engine whilst moving at 100 mph, but also careful enough to not blow it up

**Our Core Values**:
**Above and Beyond**: We always aim for the stars for our customers and our colleagues.

**Seek Growth**: We pursue growth constantly. Keeping high standards, thinking big and never settling.

**Bias for Action**: We favor action...without fearing failure.

**Data Driven**: We're reasoned, data-driven decision-makers.

**Nimble**: We're agile and impactful teammates, always striving for the success of our customers and company.

**Kindness and Empathy**: We are kind and empathetic team players. We believe in treating others as we wish to be treated.

**What We Offer**:

- **Ultimate Flexibility**: We're 100% remote. You can work from wherever you like, whenever you like.
- **Freedom and Autonomy**: We're a high-trust team, and you'll be given lots of independence to solve problems in your own way — with plenty of help from the team when you need it.
- **Minimum Bureaucracy**: We don't like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady and sustainable.
- **Small and Friendly Team**: We help each other out, have fun, and joke around.
- **Unlimited Paid Time Off**:

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