Customer Support Specialist


As Customer Support Specialist, you will partner with the Customer Success Managers and Solutions leaders, to provide an amazing lifecycle experience for our customers, while ensuring our internal teams are ready as well! You will work in partnership with Support and Success teams to ensure that we are providing efficient and complete resolution for our customers, both internal and external; maintaining high levels of customer satisfaction; deepening the level of engagement by our customers. You will use data to inform business decisions around customer communications and education. You will work directly with Customer Success leadership to create and manage campaigns, deepening the adoption of Maestro for our customers.

What You'll Do
  • Serve as a point of escalation for participant-related cases from customers and/or CSMs
  • Responsible for receiving all tickets in Zendesk and answering, solving, or routing to the appropriate team
  • Partner with Customer Success Managers to coordinate communication with customers
  • Proactively identify and resolve documentation and workflow gaps and inefficiencies, both internally and across teams
  • Communicate effectively with internal teams to identify pain points and provide product feedback
  • Investigate, triage, and resolve cases from external and internal stakeholders
  • Respond to a range of customer issues based on priority via Zendesk
  • Identify and analyze issues, patterns, and trends in customer requests & product performance
  • Identify and evaluate opportunities to increase customer satisfaction and customer education
  • Craft well-written professional responses
  • Demonstrate empathy and patience in every customer interaction
  • Find solutions and resolve issues while always adhering to company policies and guidelines
  • Learn, utilize and multitask across a variety of tools to view account information, troubleshoot, and solve complex issues

What You'll Bring
  • Knowledge of ticketing systems (e.g. Zendesk, JIRA, Salesforce, etc)
  • Previous experience within a SaaS business environment
  • Strong customer service experience with a desire to go above and beyond, while building and maintain relationships with our valued customers
  • Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently
  • A strong aptitude for learning and using various programs and tools, including, but not limited to: Zendesk (or other similar CRM), Salesforce
  • Must be able to build relationships and work in tandem with other customer-facing teams
  • Strong interpersonal skills required
  • Professional written and verbal communication skills with strong attention to detail
  • Must be able to self-manage in a fast-paced environment

What will get you in the door immediately?

Education and Experience