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Form of workAbout Alpine IQ
About the role
What you"ll do
Provide Technical Customer Service
Combining technical expertise with customer service is their primary responsibility. Customer Support Specialists serve on the front lines by answering questions and troubleshooting technical problems through chat, email, and phone. They assist customers with troubleshooting a company"s product or service.
Oversee Customer Service Improvements
Customer Support Specialists are also tasked with following up on customer service interactions to measure customer happiness. They improve Customer Support quality by studying and redesigning processes, setting up and communicating service metrics, monitoring and evaluating results, and implementing changes.
Recommend Product Improvements
Identifying product improvement is another key task of Customer Support Specialists. With expert guidance, they identify patterns and contribute to product and system improvements. Communicating with managers to report suggestive takeaways is another responsibility. Support specialists help to improve processes and systems at the companies they work for.
Additional Duties
Customer Support Specialists will also, at times, assist Tier 2 or the Manager of Customer Support with Special Projects or other duties as assigned.
Qualifications
- Bachelor's degree or associate's degree in a technical or related field or equivalent SaaS work experience.
- Minimum one year of experience in a technical customer service role such as software, network databases, hardware, or desktops.
Proficiency in API keys, highly preferred.
Experience working multi-channel communication for technical support (phone, email, tickets, chat).
Proficiency in using CRM platforms such as HubSpot and SFDC preferred.
- Medical, Dental, Vision, and ancillary benefits
- 401(k) Company Match
- Unlimited PTO
- Home Office Benefit
- 14 weeks of Paid Parental Leave
- Virtual Events & Annual Company Meetup
- Company Laptop
- and More!
The pay range for this role is:
50,000 - 58,000 USD per year(Remote)
PI236383693
