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Customer Support Specialist: Part-Time

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*This is a part-time position 

Customer Support Specialist

 Boardable is looking for a talented Customer Support Specialist to join our team! In this role, you will be the primary point of contact for users seeking technical troubleshooting, in-depth product support, and training.

This role is perfect for someone who enjoys engaging with people, exploring new information, and solving complex problems. You will assist and delight users by addressing their technical and product-related inquiries, ensuring they have a seamless experience with our platform. Additionally, you will monitor all features closely and promptly alert the team to any issues that arise.

Duties/Responsibilities

• Provide an exceptional customer support experience, responding to customers’ questions via chat and email, and very occasionally via phone calls and video conferencing calls.
• Use internal and external feedback on writing and research to ensure a smooth, continuous customer experience.
• Support our customers quickly and professionally during all conversations until each request is resolved or escalated.
• De-escalate customer frustration with empathy and great service.
• Manage customer expectations for feedback implementation and bug resolution.
• Use production test environments to verify issues.
• Document bugs for Engineering, outlining reproduction steps and environment data.
• Document feedback for Product Management.
• Use all available resources, including public documentation and internal tools to research reported issues.
• Join product enablement sessions for product update releases and Go-To-Market launches.
• Collaborate with cross-functional teams, including product, engineering, sales, and customer experience, to improve the product or communication based on customer feedback.
• Actively contribute to the development and improvement of our support processes and procedures.
• Manage specific projects as assigned and ensure they are completed in a timely manner.
• Interact professionally and effectively through verbal and written communication with teammates and internal stakeholders as needed.

Metrics that drive success:

• Response time
• Resolution time 
• Responses to resolution
• Number of requests resolved
• First contact resolution rate
• Customer Satisfaction Rating

Experience/Education/Skills

• 2 - 4 years of professional experience (customer service and/or technical support); experience in product-led growth companies or B2B SaaS companies is preferred
• Excellent verbal (and especially) written communication skills
• Experience with asynchronous collaboration
• Experience writing to guidelines, or with applying regular writing feedback to maximize clarity, readability, and friendliness 
• Excellent reading comprehension skills
• Technical aptitude and ability to learn software programs
• Excitement about technology
• Experience using Intercom, Jira, Hubspot
• Aptitude for organization and time management
• Curiosity about technical problems, and drive to solve them
• Can thrive in a fast-paced environment
• Comfort with multi-tasking
• Self-motivated, organized, disciplined and able to work on your own and as part of a team

Availability

• Standard schedule to include some hours between 9AM and 5PM EST.
• Variations on these hours with advance notice occasionally needed.
• Evenings occasionally needed, with advance notice.