Customer Support Specialist, Tier 2

What You Will Do:

The Customer Support Specialist, Tier 2 will be among the first line of communication for our current, future, and even previous customers. There will be days where they will handle phone consult requests(after they pass training). In between tickets, they may also be asked to provide assistance to our internal customers via the internal-support Slack channel, case follow-up, or create/update collateral for new product releases

As a team, we actively communicate customer needs within the organization to reduce friction points for customers. Support Specialists will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. This role will be essential in helping our company keep customer needs front and center.

How You Will Succeed:

- Learn the ins and outs of our Formstack products and services

- Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support.

- Work in a fast-paced environment and be able to meet or exceed our set Customer Inbound quotas.

- Create written and/or video documentation and keep these up-to-date.

- Think of new and creative ways to solve customer issues.

- Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert.

- Work closely with our Sales Teams to answer questions, provide feedback, and assist in finding use-case solutions.

- Handle escalated tickets from the Tier 1 team.

What We Are Looking For:

- 2-3 years of Customer Support/Service in SaaS

- Knowledge in the following

 - PHP, Java, Javascript 

- Basic Salesforce

- Experience in the following:

- Service Cloud

- Hubspot

- Webhooks

- API

- SSO

- Proactive and resourceful

- Experience building out a knowledge base

- Able to work successfully with minimal oversight

- Ability to tackle complex issues

- Able to think outside the box and look for alternative solutions

- Good time-management skills

- Willing to learn

- Handles change well

- Flexible, able to work weekends, holidays, late shift

- Experience building out a knowledge base