Job Description
Overview: A Support Specialist is intended to keep customers and partners happy and paying by providing them with exceptional support and service, driving adoption by helping customers realize value and achieve outcomes using our solutions.
A Support Specialist’s primary goal is to ensure customers have their product questions answered and technical issues addressed in a timely manner, working to provide solutions for their continued, long-term success as customers. We quantify a customer’s success by the ongoing renewal of their Products. Therefore, the Support Specialist’s efforts contribute to the overall happiness of the customer which leads to renewal and achieving recurring revenue goals at TopCo (SiteDocs, GoCanvas and Device Magic products).
Qualifications
Education
- BA/BS degree (or equivalent) is preferred.
Experience
- Proven customer support experience (or other relevant experience)
- Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence
- Experience using iPads, tablets, smartphones, and device applications is a must
- An aptitude for problem solving
- Proficiency in using (or the ability to quickly learn) software programs
Skills
- You are an articulate and concise communicator
- You care about people - their feelings, motivators, and unique situations - and creatively seek to find ways to go “over and above” the bare minimum to make their lives easier and bring delight
- You work with speed and accuracy
- You are enthusiastic and optimistic and know how to turn lemons into lemonade!
- You are detail-oriented and can follow-through with processes and steps to completion
- You work effectively within a team and independently
- You enjoy teaching others new concepts
- You ask clear and concise questions to get to the root of the customer’s issue or concern and can effectively solve a problem while identifying and uncovering additional needs
- You are able to listen to an upset customer, not get emotional yourself, and turn the event into a relationship building experience
- You don’t mind having your day interrupted with phone calls from customers or conversations with teammates
- You are a great on-the-spot problem-solver but are humble enough to admit when you don’t know the answer, but will find out
- You are comfortable using technology
Personal Characteristics
Authentic Relationships
- You are patient, kind, and honest with others, no matter what the situation may be
- You follow through on promises
- You believe that all people have intrinsic worth and dignity and strive to treat others accordingly, toward the goal of genuine relationships. When there is relational breakdown, you seek reconciliation
- You strive to use words to build others up and not tear them down
Interdependence
- You value clear communication and you don’t expect people to read your mind
- You value interdependence and believe the greatest measure of success is achieved through everyone’s contribution
- You believe you can’t win on your own but rather you need the entire team to win. Because of this, you invest in the overall team’s success
Continuous Learning
- You thrive in a fast-paced environment and easily adapt to new ways of doing things
- You are an eager learner and are willing to try new things. This also means you are willing to fail, and that you learn from your mistakes so you don’t repeat it over and over again
Data-Driven Strategies
- You have a love for efficiency and when others accept status quo, you look for ways to make things even better
- You understand the value of measuring outcomes and making data-driven decisions
Duties
Customer Happiness
- Responds to, manages, and resolves Zendesk support tickets and emails
- Responds to, manages, and resolves phone calls that come through the support line and any other incoming or outgoing calls related to providing customer support
- Teaches customers how to use TopCo Products (SiteDocs, GoCanvas & Device Magic) and how to achieve ongoing success
- Addresses and finds solutions for customer product issues
- Collects product feedback from customers and documents in Trello
- Tracks activities and conversations with precision and efficiency in CRM
- Provides assistance and support to other members of the CE Team, when needed
- Provides timely and successful delivery of solutions according to customer needs
- Form building and ensuring form building due dates are met
General
- Provides suggestions on potential ways to improve the Help Centre, Walk-Through Guides, processes, procedures, checklists, and other documentation
- Executes on special projects given by Leadership
- Contributes to a culture of team building and continuous improvement
- Attends regular meetings and other meetings as requested
- Assists the Sr. Support Specialist Team as necessary
