Customer Support & Product Specialist

JOB TITLE: CUSTOMER SUPPORT PRODUCT SPECIALIST

FULL-TIME | EXEMPT

We are a fast growing startup based in Monterey, CA looking for a Customer Support Product Specialist to join our team. In this role you will act as a product expert to drive account adoption, expansion and customer engagement. The ideal candidate will have customer service experience required to resolve customer issues quickly. An outstanding customer experience must be a motivating goal.

WHAT YOU’LL DO:

• Answer customer support phone calls and emails
• Support on-boarding and training for new and existing customers, communicate best practices, and explain how to leverage key software functionality
• Serve as a subject matter expert on PINS software functionality, integrations, and future software features
• Foster customer relationships to drive software adoption.
• Monitor and document, details related to the customers experience (i.e. software usage, renewal dates, frequently asked questions, growth opportunities, etc)
• Be the voice of the customer internally within PINS to drive prioritization of the customer’s business needs.

WHAT WE ARE LOOKING FOR:

• Min 2 years of combined experience in customer service or customer support
• Skilled in organizing and prioritizing competing time demands
• Exceptional organization and follow through skills with great attention to detail
• Excellent written and oral communication skills
• A self-starter with a team player attitude
• At ease in a fast paced, ever-changing work environment
• Friendly and enthusiastic attitude
• Strong computer skills
• Effective communicator with excellent verbal and written skills
• Experience in troubleshooting simple computer problems
• Ability to articulate technical topics, diplomatically address customer concerns, while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.

COMPENSATION: 

• Annual Salary
• Performance Based Bonus - one-time bonus based on meeting outlined milestones at your 3 month review

OUR COMPANY:

PINS is a growing and fast paced environment. Our software streamlines and automates the process of tracking insurance for all types of industries. The PINS software allows users to request, renew, and maintain insurance documents in one central location while maximizing efficiency through automatic compliance verification, bulk emailing, and seamless integrations with third party software.

Seven years ago, we introduced the PINS software to our first customer in Los Angeles, California. We have experienced tremendous growth with customer adoption across the United States and Canada. Our growth strategy is simple, the customer comes first.

OUR TEAM & CULTURE:

At PINS every team member is a crucial player in our collective success. We are made up of innovative and determined people. We value honesty, a lifetime pursuit of knowledge, a sense of humor and a willingness to consider differing opinions. PINS is composed of first principle thinkers; a place where long term goals are discussed as the first step then as a second step, we devise a plan to meet those goals. We want our employees to consider the future of the PINS product and their personal futures as if anything is possible. We understand that tomorrow, only a small part of our goal may be realized, but the true value comes in perseverance. These innate values make PINS a place worth one’s time and results in a product worth using.