Note: The job is a remote job and is open to candidates in USA. FMX develops a cloud-based software-as-a-service facility maintenance and management product. The Customer Support Specialist serves as a frontline product expert by managing customer inquiries, troubleshooting technical issues, handling support projects, and assisting implementation and retention teams.
Responsibilities
- Manage a high volume of inbound support tickets, phone calls, and live chat messages
- Answer product-related questions and inquiries in great detail
- Investigate, troubleshoot, document, and resolve technical issues
- Adhere to customer support SLAs for response and resolution times
- Coordinate and lead end-user training sessions
- Fulfill FMX site configuration projects and adhere to completion timelines
- Maintain a high-level of customer satisfaction through professional and courteous service
- Provide product support for the implementation and retention teams as needed
- Develop internal and customer-facing documentation
- Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow
Skills
- 1-3 years of experience in Customer Support, SaaS, or a related role
- Background in customer support and/or IT helpdesk is a major plus
- Customer-centric mindset; a 98% customer satisfaction rating is a mark you strive to uphold
- You're a problem solver and have demonstrated the ability to analyze, troubleshoot, document and resolve complex technical issues in a timely manner
- Can handle a high volume of support cases and consistently meet established SLAs
- Exhibit exceptional written and verbal communication skills
- You're compassionate and skilled in building rapport and relationships with customers
- Proven experience working in a deadline-driven environment with great results
- You take pride in your work; quality is of the utmost importance
- Comfortable leading training sessions with end-users with varying levels of technical knowledge
- Demonstrate a high attention to detail and excellent time management/organizational skills
- Innovative mind and can use your creativity to create impactful solutions for end-users
- Self-motivated and able to thrive in a fast-paced, competitive environment
- Willingness to travel a few times a year
- A match with our core pillars: Teamwork, Excellence and Integrity
- The candidate for this position can be located anywhere in the US
- BS/BA degree is preferred
Benefits
- Bonus potential.
- 100% company-paid health, dental and vision insurance.
- Remote-first work arrangement, with access to the office as needed.
- One all-company event each year.
- Free snacks, beverages, and office kegerator when working in the office.
- Company-sponsored laptop, headset, and other necessary work equipment.
- Up to $500 for equipment, furniture and accessories for a home office.
- $60/month toward a home internet connection.
- Generous PTO and UTO (unplanned time off) policies.
- Flexible schedule to help manage personal appointments, as long as performance expectations and project timelines are met.
- 401(k).
- Short- and long-term disability insurance.
- Life insurance.
- Daily opportunities to share insights and resources.
- Weekly book club focused on professional development.
- Professional growth opportunities with the team.
Company Overview