Customer Support Specialist

DataXoom is growing and we are looking to add to our team! We are a leading provider of US mobile data services for large business and enterprise customers.

This is a high-energy environment where you will work as a team to meet goals. This is not a call center or scripted support situation. We are seeking an independent and passionate team member to become an expert and to help us grow by providing amazing support to our customers! We'll give you everything you need to be the best you can be. You will handle a wide range of data-driven, customer service interactions and make sure everything goes smoothly, so the ability to quickly build rapport with people and understand their needs is essential. We will work and learn as a team. We are seeking a knowledgeable, enthusiastic individual to join our company!! You will work with directly with our customers via email and on the phone.

If you are good at what you do, you can work anywhere. If you are the best at what you do, then come work at DataXoom!

If you consider yourself someone who has:

• a positive, "make it happen" attitude,
• an eagle-eyed attention to detail,
• both speed and accuracy in responding to data-driven customer requests (this is a big ask, we know),
• comfortable with mobile devices such as iPads and Galaxy tablets, and how these devices are impacting the work force.
• the ability to work a hybrid office schedule (also a big ask as we understand this request is not as normal as it once was),

then this position may be for you!

To succeed in this role, you'll need to be extraordinary at delivering the following responsibilities:

• Provide day-to-day customer support; manage and triage inquires via help desk support tickets, email or in-bound calls.
• Follow up with customers, provide feedback and see problems through to resolution.
• Properly escalate unresolved queries to the next level of support.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions; walk the customer through the problem-solving process; determine the best solution based on the issue and details provided by customers.
• We are a fast-growing startup that believes in putting our customers first, tackling tough problems head-on, and simply trusting our employees to get stuff done.

What's in it for you:

• A place where you grow and push yourself further, where your leaders empower you, giving the tools to succeed. Here, you can work in an industry you love, have time for your family, and be proud of what you do.
• Solving problems all around, all the time.
• You get to work with a great team.
• Opportunities to learn and help shape the customer experience.
• Startup life, with a relaxed, yet high stakes work environment.
• Awesome coworkers who care about their work and each other.
• Part-time hours also available (9am - 3pm)

Some of the cons:

• It's a job.
• You have to actually work.
• The office is located in NH (although some of us see this as perk - just sayin').

Our Culture

We are entrepreneurial, passionate, and relentless about our customers success. Everyone on the team talks and works directly with customers. Period. We share a collective passion for success, but not at any cost. We are striving to build an amazing product and a great business. This is no trivial task, and we lean on each other as we iterate towards our goal. We value transparency, passion, effort, results, and growth.

Requirements

• Proven work experience in providing data-driven customer service and support.
• Customer-service oriented with a problem-solving attitude.
• Working knowledge of Microsoft Excel, a must.
• Tech savvy. Good understanding of mobile devices such as iPads, tablets and wearables; understand how these devices impact the work force.
• Display professional, positive, and courteous phone etiquette.
• The ability to thrive under pressure while delivering solutions that exceed our customer expectations.
• Passion for product. You love being part of a product; you find ways to use our product every day and think of ways to make the product better. With this, you will improve your craft and better enable the success of our customers.
• Unwavering Curiosity. You love to learn, better yourself, and those around you. Not knowing and growing motivates you to new heights.
• Organized and an eye for detail. You have excellent organizational skills and pixel-perfect attention to detail. You follow-up and drive things to get done.
• Communication. You have excellent presentation, analytical, written, and verbal communication skills.
• Hybrid work opportunities are available after probationary period. Must be able to work in the Manchester, NH office.
• Must be authorized to work in the U.S.
• This is an hourly position with a starting wage between $17 - $20/hour; commensurate with experience.
• Sponsorship is NOT available for this position.

Benefits

We are eager to attract the best, so we offer competitive compensation and a generous benefits package!

• Employer paid Medical, Dental, and Vision benefits.
• Employer paid Long Term and Short-Term Disability
• Employer paid Life Insurance
• Generous time off