Customer Support Specialist

At SimpleTexting, we’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.ResponsibilitiesYou’re a superhero, but with a computer instead of a cape. Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers.You’ll clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.You’ll be a compliance expert - making sure our customers are responsible texters.Participate in writing excellent help documentation—both for internal use and for our customersEscalate bugs to our customer technical support teamWork on specialized projects, as you become more comfortable in the roleBecome a SimpleTexting power user—before you can support others, you must know the product yourselfThis Role Is For You IfYou love to talk, actively listen, and build relationshipsYou enjoy responding to a customer’s inquiry in the way that makes the most sense. We’re a conversational, human support team, not a scripted one.You leverage templates efficiently, while ensuring every response feels personal and intentionalMultiple chats happening at once doesn’t make you sweatYou thrive in fast-paced environmentsYou’re as comfortable hopping on the phone as you are writing super clear emailsInvestigating issues when you don’t have enough info to resolve them is your idea of funGoing above and beyond for customers gives you a warm and fuzzy feelingYou have no shame geeking out about business and technologyRequired QualificationsEnglish is your primary language. Secondary languages are a plus.At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent).You can translate technical ideas for non-technical audiencesDemonstrable critical thinking, communication, and creative problem-solving skillsAbility to learn new software platforms quicklySelf-starter, positive attitude, ability to continuously develop and adapt to a growing teamHighly organized. You can manage and prioritize several different projects.Familiarity chat and CRM platformsBonus PointsBachelor’s degree, preferably in a related field of study2+ years in customer support roleLocationRemote - US hoursAbout UsSimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and moreOur values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be.If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!Originally posted on Himalayas