Job Description
Do you have what it takes?
The SaaS Support Specialist position will focus on delighting the core of our business - our customers! As an integral part of Apptega's Customer & Partner Success Team, you'll be delivering excellent service, documenting customer experiences, and managing customer support. You'll focus on business-to-business (B2B) support by managing inbound email and phone support tickets, processing requests in our ticketing management software, providing status and information, and delivering winning strategies and solutions to our clients.
Responsibilities include, but are not limited to:
Requirements
Are you
What We're Looking For
Benefits
Why you should be on the Apptega Bandwagon
Position Perks
The SaaS Support Specialist position will focus on delighting the core of our business - our customers! As an integral part of Apptega's Customer & Partner Success Team, you'll be delivering excellent service, documenting customer experiences, and managing customer support. You'll focus on business-to-business (B2B) support by managing inbound email and phone support tickets, processing requests in our ticketing management software, providing status and information, and delivering winning strategies and solutions to our clients.
Responsibilities include, but are not limited to:
- Support Apptega's Customer & Partner Success Team in delivering positive outcomes for all clients by managing the full lifecycle for support tickets from inquiry to delivery
- Manage support tickets through support email and phone system (HubSpot)
- Provide ticket status and information to internal and external stakeholders
- Respond to all inquiries in a timely manner through written and verbal communication
- Become a Product Expert - understand the ins and outs of the application as well as the benefits of using it
- Stay up to date on new product features - we're always innovating our platform!
- Ability to empathize with the customer and understand their unique use case
- Work with support resources to resolve client issues and partner with other team members to resolve escalated issues
- Assess and prioritize tasks based on due dates, difficulty and resources/input required
- Support implementation activities by creating JIRA tickets for development, liaising with engineering for clarity, and executing user acceptance testing
- Submit defect and enhancement requests with appropriate detail to product and development teams for resolution.
- Assist with process creation, supporting artifacts, and engaging appropriate resources based on the complexity of client implementations
- Assist with ongoing support activities after the client has successfully onboarded
Requirements
Are you
- Passionate about delighting customers and will go above and beyond to ensure they are satisfied and successful?
- Able to work remotely or in the office as business dictates?
- A self-starter and highly motivated with limited supervision?
- Able to thrive in a fast-paced, entrepreneurial environment?
- Inspiring? Do you light up the room with your energy and enthusiasm?
- Able to react quickly to change and uncertainty?
- Confident in taking initiative and making things happen without being micromanaged?
- Hungry to make a meaningful difference every single day?
- Someone that values having fun at work and contributing to the company's culture?
What We're Looking For
- 1-3 Years of experience serving customers
- Marketing, Sales, or SaaS Technology interest (or experience, a plus)
- Excellent verbal and written communication skills
- Attention to detail, sense of urgency, and passion for Customer Success
- Strong desire to learn and grow within a fast-paced business environment
- Proven troubleshooting and problem-solving skills and ability to work through complex issues
- Flexibility, including the ability to adapt quickly to changing priorities
- Eligible to work in the United States
- Experience with Hubspot or similar CRM desired
- Experience with ticketing systems desired (Hubspot, Zendesk, Jira, etc.)
- Experience with Pendo is desired, but not required
Benefits
Why you should be on the Apptega Bandwagon
- Be an early contributor to a company that is changing the way companies organize cybersecurity with lots of upward mobility
- Work with passionate people that have experience growing and scaling sales organizations
- An amazing, collaborative, fun culture that ROCKS!
Position Perks
- Health Care Plan (Medical, Dental & Vision) with company contribution
- Retirement Plan (401k with Matching Funds)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Hybrid Office/Remote
Date Posted
09/24/2022
Views
6
Positive
Subjectivity Score: 0.8
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