Customer Support Specialist (Remote, Contract) at Entelo
San Francisco, CA, US

Entelo is transforming the way companies hire. We leverage big data and predictive analytics to make recruiting better for candidates and recruiters alike. In 2017, we were thrilled to be named one of Glassdoor’s Best Places to Work!

Are you passionate about improving customer experience and transforming business relationships? Do you constantly find ways to solve technical problems and enhance communication and customer service? We're looking for an enthusiastic, knowledgeable, tech-minded person to join our Customer Support Team. The ideal candidate will be a blend of Customer Service, Technical Support, and Recruiting - passionate about providing world-class service and consultation along the customer’s journey. An average day will include troubleshooting and answering product questions for customers via live chat and email, intake and consultation via live chat for our Managed Envoy product, submitting bugs via Asana when appropriate, and providing product feedback to our engineering and product teams.

This role is based in the Dallas/Fort Worth Area and will be based from home with some possibility for travel to San Francisco HQ less than 5% of the time.

What you’ll be doing:

  • Resolve customer issues and answer product questions via live chat and email
  • Respond to live intake chats for Managed Envoy customers within expected SLAs
  • Provide exceptional customer service to all customers
  • Report and resolve bugs by working with the Engineering team to resolve customer issues with a sense of urgency
  • Exhibit a high level of familiarity with Entelo products and functionality
  • Partner with other internal customer support/Envoy representatives in varying locations and time zones
  • Communicate cross-functionally between Customer Success, Sales, Engineering, and Product teams
  • Partner with appropriate Customer Success Managers and Account Managers around user or account-level challenges as needed
  • Efficiently manage managed service intake/job setup to align with SLAs and minimum expectations. Alert Product manager when issues arise that will detract from customer experience.

Requirements:

  • Must be available to work remotely from 10 AM to 7 PM CT from your own computer. Must have high quality internet access

Your background:

  • 2+ years of customer support experience with a SaaS company
  • Laser-focused customer attention and dedication to rapid problem solving and ticket response
  • Demonstrated enthusiasm for providing customers with a best in class experience
  • Ability to juggle multiple tasks at the same time 
  • Strong communication skills, both verbal and written
  • Familiarity with online tools, especially Zendesk, Google Docs, FullStory, and Asana

About Entelo:

At Entelo, we’re committed to helping Entelopes grow; we offer opportunities for professional development and a generous learning and development stipend. Entelo is also committed to the community; we partner with impactful non-profits, volunteer regularly, and provide a charitable match. We perform at a high level, while respecting our teammates lives outside of work.

We celebrate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. We’ve taken the White House Equal Pay Pledge and are committed to maintaining a welcoming and equitable environment.