Customer Support Specialist (Remote)
Job Description
What's great about SingleOps:
SingleOps is a SaaS startup providing an all-in-one business management solution used daily by thousands of green industry professionals (landscapers, arborists, irrigation technicians, etc.) all across North America. Our customers use SingleOps to manage their customer records, perform estimates & sell work, schedule crews, invoice & receive payment, and understand critical data about their business like real-time profitability. Because of SingleOps, our customers have processed over $1.5 billion in revenue. The green industry is in the early innings of adopting CRM and field service software, and the SingleOps product is enabling this industry's evolution.
We have been recognized as one of America’s Fastest Companies by Inc. 5000, as well as being recognized by BuiltIn as one of the 2023 Best Places to Work: top 50 start-ups in Atlanta. It’s a great time to join the ride! We are looking for diverse-minded people who enjoy challenging and fulfilling work to join our mission in redefining an age-old industry. Our team is highly collaborative, innovative, supportive, and we have a lot of fun. Our core values are Growth Mindset, Customer Success, We Before Me, Simplicity, Get S*** Done How You Want, and Bias to Act; if this speaks to you, we want to meet you!
The reason behind the role...
Reporting to the VP of Ops, we are looking for a Customer Support Specialist, which we like to refer them as "Customer Advocate" to be a part of our Customer Support team. Because our software is mission-critical to our customers, our technical support is too. When our customers need help, they often need it quickly, and it makes a real impact on their business. As the first line of communication between our customers and the company, the primary responsibility of this role will be fielding and managing questions and app related issues from customers. This person will need to exercise the ability to continuously problem solve, train others, and work closely with other teams to improve the product and overall customer experience.
Location: Remote! We are based in Atlanta, GA but this role works remotely across the US.
You will...
- Field tier 1 SingleOps customer inquiries by way of phone, email, chat, and our ticketing system
- Directly troubleshoot customer issues and resolve by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to developing support processes. Your input will ultimately add value for our customers
- Apply technical writing skills in contributing to SingleOps knowledgebase (e.g. FAQs, Help Center, Training Material, Internal Documentation).
- Empathize with customers by taking ownership and reassuring that you will resolve their issues in a thorough, thoughtful, and timely manner
- Work cross-functionally with other members within the organization
- Have the opportunity to grow your career and pursue other opportunities within SingleOps (i.e. Implementation, Customer Success, QA, etc).
You have...
- A bachelor’s or equivalent experience in lieu of degree
- Previous experience in a high-stress support/customer service role
- Analytical mindset with strong researching and problem-solving skills
- Applicable technical writing skills
- The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
- The ability to multitask and prioritize trouble tickets as they come in
- Clear and concise communication skills
A few ways to stand out, but not required…
- Previous experience in a similar role providing support for a SaaS solution
- Previous experience working for a startup
- Previous experience in chat support
- Previous experience moderating user communities
- Previous experience in the green industry
Additional Information
- Must be available on rotational weekends
- SingleOps offers support coverage for our customers from 8am ET to 6pm ET, so the Customer Advocates have rotating shifts to cover those hours and may differ week to week.
The salary range for this role is $50,000 to $55,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. SingleOps complies with applicable law regarding pay transparency.
SingleOps is an eVerify employer
SingleOps does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in the United States, without sponsorship from the company.
Reasons why you would love it here!
- An amazing startup culture with a team that supports one another, the opportunity to make a direct impact, and all the fun that’s included!
- Your well-being is important. We have great health, dental, and vision plan options for you and your family. We pay 100% of employee premiums on our base health insurance plan, and 70% for dependents. For dental and vision insurance we pay 100% for employee premiums, and 70% for dependents.
- We also offer additional options for HSA (with employer contribution!), FSA, Dependent Care FSA, 401k (no match), short-term/long-term disability, life insurance, legal assistance, and much more!
- With Growth Mindset as a core value, we invest in your development with a $1,000 per year professional development stipend for conferences, courses, or anything that may help you grow
- $100 budget to set up your home office with any equipment you need on top of what we already provide you.
- Great work-life balance with unlimited Paid Time Off, 8 paid company holidays PLUS SingleOps shuts down for a holiday break from Dec 24- Jan 01.
- Company Equity for all employees
SingleOps is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Date Posted
01/31/2023
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