Customer Support Specialist
PlanHub is the leading pre-construction SaaS platform and marketplace helping general contractors, subcontractors, and suppliers connect and grow their businesses. They are seeking a dynamic Customer Support Specialist to manage customer interactions, troubleshoot requests, and provide training on product functionality while maintaining high customer satisfaction scores.
Responsibilities
- Managing inbound customer calls, emails and chats and adhere to defined SLA standards
- Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing)
- Troubleshoot customer requests to validate and determine proper next steps
- Train customers on product functionality
- Facilitate and communicate known bugs with other team members
- Input, document and update support cases in CRM application and other internal applications
- Manage outbound customer follow-up activities for case closure
- Help grow and improve customer satisfaction scores
- Maintain inventory snacks and sodas, replenish and order, as needed
- Ensure delivered packages are properly distributed to the correct personnel
- Assist with office event set-up and break-down
- Stock & Clean refrigerator
- Assistance with cultural events, packaging, shipping, labeling and sorting
Skills
- 1+ years of SaaS based Customer Support
- Excellent oral and written communication skills
- Strong computer proficiency
- The ability to work independently and as a team member
- The ability to work well in an evolving and collaborative team environment
- Comfortable with repetitive and routine tasks
- HubSpot, Salesforce, CRM experience a plus
- Associates or Bachelors degree preferred
Benefits
- An excellent benefit package, including medical, dental, vision and life insurance.
- 401(k) plan with company match.
Company Overview