Client Support Specialist

Adentro solves a major problem for brick-and-mortar businesses-the majority of advertising is online, yet over 90% of purchasing still happens offline . Our platform links the two by automatically tracking customer visits, building rich customer profiles, targeting communication more precisely and directly measuring in-store impact.

We are backed by some of the biggest names in Silicon Valley. If you're interested in joining a team that is changing the way the world does business, this might be the place for you.

THE OPPORTUNITY

As a Client Support Specialist you will be responsible for managing support cases for our Engage-only customers. You will be responding to inquiries and questions quickly and thoroughly. You will also be responsible for escalating potential bugs and breaking issues to direct management for further review and resolution. The successful candidate will have excellent phone rapport, demonstrate advanced problem-solving skills, and will be able to communicate clearly and professionally via email and chat support applications.

While a Support Specialist's responsibilities are related to the inbound inquiries from various accounts - because the questions can fall in many different categories (product, engineering, hardware ops, etc) - a Support Specialist is expected to have proficient communication skills for tackling the versatility of these requests both internally and externally.

RESPONSIBILITIES

• Responds and efficiently resolves inbound phone calls, emails, etc. related to their account
• Diffuses and responds to client escalations
• Negotiates with customers to renew contracts and retain business
• Troubleshoots router complexities - leveraging the Hardware Operations Team as needed
• Troubleshoot billing/finance complexities - leveraging the Finance Team as needed
• Share UI/product feedback on enhancements to make for a better user experience - leveraging the Product and Engineering teams as needed
• Maintains contract knowledge and ability to explain provisions to clients
• Handles inbound asks of pauses/cancels to try to save clients and promote the value of Adentro
• Serves as first point-of-contact for priority accounts requiring support
• Educates customers on product features or additional services to meet their needs
• Ability to walk customers through product dashboard as well as troubleshooting process

REQUIREMENTS

• 1-2+ years experience in a customer support/customer service role, preferably in SaaS
• Bachelor's degree preferred
• Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
• Ability to identify and proactively solve problems
• Experience using a ticketing system and/or triaging experience a plus
• Ability to consistently meet and exceed key performance indicators
• A positive and flexible attitude for working in a fast-paced team across various functions
• Familiarity with conventional software, like Salesforce, JIRA, and G-Suite

OUR VALUES

• Be Committed: Work hard, Own the problem, Learn
• Create Trust: Do what you say, Create trust with our Clients and Colleagues
• Be Bold: Experiment, Speak up, Hope is not a plan
• Deliver High Performance: Prepare, Commit, (over) Deliver

PERKS AND BENEFITS

• Excellent and comprehensive health plans (medical (including HSA/FSA and free access to One Medical), dental, vision, 401K)
• Flexible Vacation Policy
• Enhanced Parental Leave Programs
• Organized volunteer events to give back to our community
• Off-sites, events and happy hours
• Work from "Home/where you need" to get a job done.
• Office Space located in beautiful Old Town Scottsdale with walking distance to great shops and restaurants

Adentro is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.

*Adentro is an E-Verify participant