About the role
We are seeking a proactive, detail-oriented Support Specialist to manage customer inquiries and assist in keeping our CRM database accurate and up to date.
This role will involve managing support tickets, performing internet research to find updated contact information, and ensuring data accuracy in our CRM as our sales targets transition positions.
Expected hours:
9:00 am PST – 5:00 pm PST
Responsibilities
Handle a large volume of incoming calls and support tickets
Monitor and respond to tickets in our support ticketing system, providing first replies to reported issues
Diagnose and resolve customer issues by clarifying complaints, identifying the cause of the problem, and providing effective solutions
Ensure timely resolution of tickets in accordance with our Service Level Agreement (SLA)
Take ownership of support issues, ensuring closure and adherence to all support procedures
Perform data manipulations using administration tools as requested
Conduct internet research to find email addresses and contact information for new leads and updates
Update and maintain CRM data by correcting contact details when sales targets leave positions or switch roles
Escalate complex issues to the appropriate team with clear and concise information
Maintain a strong understanding of the functional components of [ORG]'s software platform
Support the business development team with general tasks as needed
Requirements
Fluency in English, both written and verbal
Strong communication skills and the ability to engage with customers professionally
Proactive, self-motivated, and eager to learn
Service-oriented with excellent attention to detail
Love for internet research and finding the right information
Highly organized and reliable
Strong data management skills, with experience updating CRMs
Open to constructive feedback and continuous improvement
Proven experience handling support tickets via chat and email
Strong organizational and data-handling skills
Preferred Experience
Familiarity with Google Docs, Sheets, and Slides
Experience with customer support tools such as Crisp, Intercom, or HubSpot
Prior experience with CRM management
We Offer
We welcome new ideas and allow you to make an immediate impact on the team.
Flexible Paid time off (PTO for any reason, including sick days (no specified limits) and flexible work schedule.
Personal laptop.
Health/Sport Budget
Fully remote