Support Representative Kapost
Do you like solving problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with people?
As a member of Kapost?s Customer Success team, your goal is to provide fast and friendly world-class support through creative, flexible solutions. In this role, you will be expected to take on support cases with a range of complexity, work through them with both the customer and Kapost?s product and engineering teams, and see them through their completion.
You will work in a software environment, and must be comfortable with computers, but extensive development expertise is not required.
In addition to helping customer with pressing issues, you will also be a thought leader of both Kapost and demandgen marketing. You will be asked to lead trainings and webinars for both customers and noncustomers where you?ll describe features and best-practices in the industry.
Understand, interpret, reproduce, and diagnose customer problems.
Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in Kapost?s case tracking system.
Perform root cause Analysis, prioritize list of outstanding issues, and manage the issue escalation process. Work with members of other departments/teams to resolve product issues ?escalating product issues as necessary.
Assist customers proactively throughout the on-boarding phase by coordinating with the customer on-boarding team.
Track customer?s requests for product enhancement and work with the Account Management team to provide updates and proactive status on progress.
Coordinate with the product team to aggregate release information, create and distribute out-bound message about updates to our platform.
Maintain and grow support articles, customer knowledge base and other collateral to help customers self-service on FAQs and other product information.
Understand and become conversant in a relatively large software application
Teach solutions to customers.
Managing customer expectations while developing a strong and friendly rapport with customers
Skills & Experience:
2+ years of experience performing advanced software troubleshooting
2+ years of experience in providing direct customer support and account management
Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
Familiarity with CMS systems (WordPress, Drupal, etc.)
Excellent organizational skills ?ability to prioritize, manage, multi-task, and execute projects cross-functionally.
Able to apply non-linear thinking to problem solving.
A lively and pleasant outgoing personality with the ability to work with a variety of customers
||Boulder, CO |