**Customer Service Specialist**

at FWI/Poppulo US Remote **Introduction**

We at FWI and Poppulo have come together to create the markets most comprehensive omnichannel employee communications platform with unmatched personalization, measurement capabilities, and class-leading space management solution. For the first time, organizations can instantly connect with every employee -- both disconnected and connected -- wherever they work, through a single omnichannel platform.

The combined business currently serves 6,000 customers, connecting with and serving content to over 35 million employees in more than 80 countries.

We know theres no such thing as a perfect" candidate - were all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI/Poppulo even if you dont meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

**The Opportunity**

Four Winds Interactive seeks a Customer Service Specialist I to work with the Technical Operations department. This position will ensure customers are successful in understanding and using FWI products and services by answering questions of varied complexity, providing training, and assisting with managing and updating digital signage content. The Customer Service Specialist position is not a management position.

**Key Responsibilities**

* Work extensively within FWI content management platforms to understand customers' unique configurations.

* Utilize documentation, investigation, and testing to provide solutions for customers' specific signage scenarios.

* Provide training on FWI software, products, and services.

* Make content updates and modifications to customers' digital signage builds.

* Troubleshoot and resolve issues identified within signage builds.

* Create user accounts for customer support portal.

* Manage a queue of customer service cases.

* Keep all cases up to date with accurate notes and statuses.

* Partner with other internal teams to address inquiries and ensure customer satisfaction.

* Continuous education of products, features, and functionality.

* Maintain transparency and integrity with customers and internal teams.

* Other duties as assigned

**Candidate Expertise Required**

* Proven ability to learn new software quickly for supporting end users.

* Experience providing product support or training to end users.

* Excellent communication skills, both written and verbal.

* Highly organized with the ability to quickly reprioritize tasks.

* Ability to manage ambiguity and probe deeper to fully understand situation.

* Creative problem solver.

* Proficiency with MS Office.

* Associates Degree or equivalent experience

* 0-2 years relevant experience

**Soft Skills/ Nice to Have**

* Background in business to business software support.

* Use of Salesforce or other CRM system.

* Experience using web-based conferencing software to provide remote support.

* A Great Places to Work listed company so we really do value people

* Ability to meaningfully impact our business and play a key role in our success

* Competitive compensation package

* Potential for career advancement in a fast paced growing organization

* Competitive Medical, Dental, and Vision Benefits

* 401k with Employer Match

* Fun, flexible working environment

**Who We Are**

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients and culture. We offer a dynamic environment with driven, fun and flexible individuals, who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company thats on the move.

Named a , we are one of the fastest growing technology companies in Ireland.

This is an opportunity to contribute to our culture and join a company thats on the move. We live the Poppulo company values each day and they are key to everything we do.

High Standards As Standard, Together Were Better, Adapt To Succeed, Honesty Throughout, Be The Example, Dont Just Work Learn and GET IT DONE

FWI/Poppulo is an equal opportunities employer.

***We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, Vista), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at:* *and Vistas privacy policy at* *. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.***