Customer Support Agent - US

Job Title: Customer Support Agent

Location: United States - Remote

WHY YOU'LL LOVE SALESLOFT: 

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.   

SalesLoft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on SalesLoft’s category-leading sales engagement platform to engage in more relevant, authentic and sincere ways.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world.  As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal Constitution, and Inc Magazine.   

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

Check us out on Glassdoor and see what people LOVE about working for SalesLoft!

THE OPPORTUNITY:

While we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains the nation’s elite talent.  

At SalesLoft, our Client Support Agents are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you  will be our front-of-the-line help to get our customers back to engaging their buyers. We believe that the most successful sellers have a passionate and supportive team behind them, and that includes you.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support an impactful and revolutionary software that is changing the way sellers serve their buyers. You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking a self-motivated professional who loves solving puzzles and figuring things out for your clients. We want to continue to ensure our growing client base feels the "Customer Love"  with prompt support and a personal touch. 

This role is ideal for those who are true problem solvers, champions of customer success, and are highly skilled at managing technical issues in an approachable and understandable fashion. On a day-to-day basis, you will be responsible for troubleshooting technical issues for our clients via email and chat. 

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming Client Support Agent is the career path for you! 

THE TEAM:

Our SalesLoft’s Support team is comprised of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience. 

The Support team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• 2+ years of customer-facing experience 
• Superb analytical and critical thinking skills.
• Strong desire to learn and help others in Support learn.
• Exceptional interpersonal skills.
• Experience with time management between competing priorities. 
• Excellent verbal and written communication skills.
• Proficiency in troubleshooting web based  applications, email connectivity, Voice Over IP (VoIP), comfortable troubleshooting common error messages, and operating system settings. Knowledge and/or experience with Salesforce a plus.
• Bonus points if you have 1 or more years of experience supporting customers through a variety of contact channels including chat, email, and screen shares.
  

WITHIN ONE MONTH, YOU’LL:

• Attend SalesLoft’s New Hire Orientation, where you will learn our SalesLoft story and understand what makes our “Lofters” unique. 
• Begin 1:1’s with your manager.
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them.
• Complete Support Training where you’ll learn how to troubleshoot common issues with the Salesloft platform.
• Capable of serving customers quickly and proficiently and feel comfortable troubleshooting with customers via screen share

WITHIN THREE MONTHS, YOU’LL:

• Work 15-20 tickets per day with proficiency and technical know-how.
• Provide client assistance via Salesforce/Service Cloud Ticketing and live chat.
• Create and communicate action plans to the customer.
• Work closely with our Client Success, Professional Service, Sales and Quality Assurance teams.

WITHIN SIX MONTHS, YOU’LL:

• Self proficient and gaining deeper knowledge of complex topics related to VoIP, Salesforce, and Salesloft Automations 

WITHIN TWELVE MONTHS, YOU’LL:

• Provide training and mentor others on the team. 
• Will be on the track of becoming a Certified Salesforce Admin
• Expert at Queue Management
  

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

SalesLoft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.