Customer Support Representative

Based in Atlanta, GA, Engagifii serves associations, lobbying firms, and governmental organizations throughout the United States with its comprehensive, integrated software platform designed to increase member engagement and galvanize action around a cause.

We are looking for an energetic, experienced Customer Support professional with a proven track record of helping business clients solve problems within a SaaS platform in real-time. The CSR is an advocate and point of contact to the client who must be able to build robust relationships, uncover problems and identify solutions. Must excel at internal communications and collaboration.

This position reports to the VP, Customer Experience and is a full-time 8 am to 5 pm position.

Primary Responsibilities:
• Work closely with customers to quickly and effectively resolve technical support issues using an array of web-based ticketing and chat tools
• Strong phone and video presence. We're on video calls with our customers all the time
• Take advantage of opportunities to train our customers to realize more value out of our products and services. Take ownership of going beyond the stated problem they're facing
• Become a top tier product expert and stay on top of new product functionality as it is introduced
• Work with Product Team to do user acceptance testing when new features are being rolled out to the platform
• Work closely with colleagues in Customer Success, Leadership, and Product teams to communicate client needs, expectations, and levels of urgency
• Maintain regular contact with clients who have open tickets, providing status updates and relational touches
• Work with Product Team to create and maintain customer-facing help documentation
• Excel at key performance activities and indicators to earn monthly bonus compensation

Who will love this job:
• You like solving problems with people and enjoy being the go-to person
• You're energized by interacting with and helping people
• You enjoy building deep relationships with people
• You want to have a bit of fun and engage with people. There's no reason to be stuffy or mechanical with clients.
• You know that everyone has trouble sometimes, and enjoy being a source of knowledge
• You love learning about new ways of doing things. There's always a better way.
• You aren't frazzled by change. Technology companies change quickly and often
• You're able to break a complex problem down into components and solve it systematically

Requirements
• Excellent verbal and written communication skills
• A strong phone presence
• Comfort with video meetings, both internally and with clients
• Ability to solve problems quickly, logically, and critically
• 2+ years in a customer service position - preferably in online software support
• Demonstrate effective time management, calendar management, and organizational