Job Openings

Customer Support Representative

Job ID: BH400877

Category: Customer Support, Customer Service

Specialty: Other

Boston-based software company is looking for a Customer Support Representative to join their team. The ideal candidate is a sharp, recent graduate with some customer service experience. 

 

Requirements:

Responsibilities

  • Triage Support inquiries and respond to incoming requests from customers, prospects, and colleagues through our support channels.
  • Ensure customers are cancelled, suspended, or re-activated from products in a timely manner. Own the Support queue for these requests.
  • Work closely with the Account Receivable and Customer Account Executive teams to determine the best course of action for customer product access.
  • Update the Salesforce contract and renewal opportunities.
  • Remove or grant customers access to products.
  • Document and streamline the process.
  • Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request.
  • Educate requesters about best practices and product questions by recommending Help Center content and/or providing status updates.
  • Consistently maintain excellent customer satisfaction ratings.
  • Provide prompt and accurate feedback to requesters.
  • Ensure the support SLA is met on all assigned Support tickets.
  • Prioritize and manage several open issues at one time.
  • Create and/or maintain internal training documentation.

 

Competencies

  • Self-starting, intellectually curious, and creative individual comfortable operating in ambiguity.
  • Salesforce knowledge
  • Ability to work independently with little supervision and to seek assistance proactively to meet role specific KPIs.
  • Proven ability to work in a fast paced, iterative department with rapidly changing conditions.
  • Write and speak to customers in a clear, concise manner appropriate for the audience.
  • Ability to learn quickly, both about businesses and technologies.
  • Experience answering support cases (i.e., Salesforce or Zendesk).
  • Experience working in a customer service environment.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Direct

Location: Boston,