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Customer Support Specialist
Uptempo Austin, TX
$76k-95k (estimate)
Full Time 9 Months Ago
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Uptempo is Hiring a Customer Support Specialist Near Austin, TX

We are searching for a tech-savvy Customer Support Specialist to own the management of tickets that are created by customer and internal users. To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust. Due to a recent merger, Hive9 is now integrating with BrandMaker, another pioneer of SaaS marketing solutions. The new organizations differentiated capabilities enable the combined companies to address the full spectrum of marketing operations use cases, supporting customers from mid-market to enterprise, anywhere in the world. Upon hire and for the upcoming 3-6 months you will report to the Hive9 VP of Customer Success.

Every day will bring new and exciting challenges. You will:

  • Engage with customers in a thorough problem-solving process.
  • Provide technical assistance and support for incoming queries and issues
  • Identify customer needs and help customers use specific features
  • Inform customers about new features and functionalities
  • Document and manage customer interactions in ticketing system
  • Document, manage and update collateral as needed
  • Adhere and manage to Service Level Agreements (SLA)
  • Route issues to correct internal party as needed
  • Respond to queries either via ticketing system, over the phone, via email and/or chat.
  • Writing, editing, and revising training manuals for new and updated features and functionality
  • Provide training computer users.
  • Running and creating reports to analyze performance, common interactions, complaints and/or problems
  • Follow up with customers to ensure issue has been resolved
  • Escalate issues and track escalated issues
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Requirements & Career Motivations:

  • 2 years of experience working in a customer support environment
  • Familiarity with our industry is a plus
  • Available to work regular overtime
  • Proficiency with a MAC and IOS computers
  • Excellent oral communication skills
  • Detail oriented in order to keep detailed notes on tickets
  • Highly organized to keep tickets in order
  • Ability to diagnose and resolve basic SaaS issues
  • Ability to multi-task, prioritize, work independently in a fast-paced environment

What you’ll get from us:

As a remote-first company, we are looking for the best candidate in the United States or Canada to help make an impact on 16,000 marketers from the world’s biggest brands. We provide a competitive salary, benefits and all the perks you would expect in a fast-growing SaaS company.

But we aren’t going to sugarcoat things. Some days will be hard, and not everything will work out as planned. However, you will always be encouraged to push the envelope, deliver the best experience for customers, learn from your colleagues, and make meaningful connections with customers. If that excites you then we invite you to have a conversation with us.

About Hive9

Hive9 is a leader in the Marketing Performance Management / Marketing Resource Management space. Our solutions are deployed at leading companies around the globe. We are focused on Marketing Planning, Calendaring, Marketing Financial Management, Marketing Performance and Attribution. We pride ourselves in possessing the marketing domain expertise necessary to build solutions that not only make the lives of marketers easier, but also enable them to do their jobs better, adding more value to their businesses. Choosing Hive9 is both a personal and a professional win for the buyer.

The culture at Hive9 is akin to most start-ups, but we like to think some things set us apart. The best ideas always win the argument, regardless of the tenure or experience of the person from which they came. Every employee is in a position to make a material impact on the business. You’ll work with the biggest names in business while we grow like crazy.

We respect your time and expect you to manage it as needed, including unlimited paid vacation for all employees, after 6 months of employment. You will find our competitive benefits and compensation packages, which includes equity for every employee, and opportunities for community service contribute to a vibrant culture where employees can enjoy a work-life balance that they custom designed.

About BrandMaker 

BrandMaker delivers a single, integrated SaaS platform to run, optimize, and automate marketing operations. BrandMaker enables CMOs and marketing teams to orchestrate marketing’s entire core resources and operational processes across strategy, campaigns, budgets, work, content, and brand.

The 2021 acquisitions of complementary, leading Marketing Operations providers Allocadia and Hive9 expand the company’s end-to-end solution to empower marketers to measure and improve marketing performance. The solution connects strategy to outcomes and accelerates growth. Independent research firms recognize BrandMaker as a leader in marketing ops. More than 350 leading enterprises, including Best Buy, Energizer, J.M. Smucker and Marriott, trust its solutions to provide seamless marketing operations orchestration. 

Job Summary

JOB TYPE

Full Time

SALARY

$76k-95k (estimate)

POST DATE

06/09/2022

EXPIRATION DATE

01/07/2024

WEBSITE

uptempo.net

HEADQUARTERS

New York, NY

SIZE

<25

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The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Support Specialist job description and responsibilities

To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.

01/27/2022: Johnstown, PA

They are also responsible for conducting surveys on the products or services and communicating customer feedback.

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A Customer Support Specialist will also replace products or process payment refunds as needed.

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They help customers with their queries and complaints.

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Listen to customer complaints and provide adequate solutions for their problem via phone or email.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Specialist jobs

Communication skills come as pretty much as a given, concerning customer support.

02/15/2022: Troy, NY

Make Connections and Give Compliments.

01/07/2022: Lompoc, CA

Ensure that customers understand the resolution and provide on-going education to customers.

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Compile and analyze customer requirements to give the best advice and resolve their query.

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Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.

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Step 3: View the best colleges and universities for Customer Support Specialist.

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