Support Specialist

Agility Recovery is a rapidly growing and fast-paced business to business company dedicated to keeping the various businesses of our customers across the continent operating, even in the face of disasters. Over the past 30 years, we are proud to have built out a solution that our clients not only love, but also need. We have rescued thousands of businesses and communities experiencing a business interruption from catastrophic natural disasters to individual events such as a burst pipe or vandalism. We spend our days working to "do good" and bring hope to organizations that are in the midst of a struggle.
We are seeking a Support Specialist in Atlanta or Denver as the first level contact for providing our growing list of customers with guidance and troubleshooting across our suite of SaaS Business Continuity and mass notification products. This role is primarily responsible for fielding and investigating Support inquiries, communicating the status of inquiries to internal stakeholders and customers, and being a knowledgeable point of contact on the Agility suite of software and mobile apps. This role will report directly to the Manager, Customer Support.
Responsibilities:

• Provide a positive customer experience through timely intake of customer use cases via phone, email, and Salesforce ticketing system.
• Accurately capture and document detailed information in ticketing system for Product, Development, and Support team members to clearly understand and carry forward.
• Troubleshoot customer use cases through applying product knowledge, researching previous use cases, and collaborating with Support team members.
• Conduct screen-share sessions with customers to capture use cases and provide product training and guidance where needed.

• Escalate high-priority and more technical use cases to Development, Sr. Support members, and Support Manager.
• Track and communicate customer feedback and development milestones to customers, Account Executives, CSMs, and Product Team.
• Collaborate with Development team through testing bug fixes and enhanced functionality for planned hot fixes and releases.
• Be a customer advocate by establishing ownership, communicating clearly, and assuming responsibility as the main point of contact for a customer use case.
• Maintain updated knowledge of Agility software products as new features and functionality are released.

• Recognize and raise opportunities to Account Executives and CSMs for additional services and solutions for existing customers.

Requirements:

• BS/BA or equivalent professional experience

• 1+ years of experience in Customer Service or Software Support of a SaaS product
• Strong problem-solving skills
• Great listening skills and attention to detail
• Ability to work independently as well as collaborate in a team setting
• Effective and efficient verbal/written communication

• Experience using web-based meeting platforms (Teams, RingCentral, Go-To-Webinar)
• CRM experience (Salesforce) a plus
• JIRA experience a plus

Perks & Benefits:

• Internal growth opportunities and emphasis on personal development
• 3-weeks of vacation + 10 observed holidays + 3 floating holidays (to use however you want)
• Summer Fridays - Get your work done and take off by noon!

• Competitive medical, dental, and vision benefits and company funded HSA
• 401(k) plan with company variable contribution
• Annual fitness reimbursement
• Monthly Commuting Stipend
• Flexible spending account
• Employee assistance program
• Life Insurance
• A Culture Committee focused on continuously providing engagement, fun, and DEI Initiatives

Compensation
$50-55k