Support and Customer Success Specialist

Social Assurance is a SaaS (Software as a Service) company providing marketing, communication, content management, and community engagement software and services to community-focused brands and organizations. This includes multiple markets and divisions: banking and financial services (Social Assurance); education (Class Intercom); and government (MindMixer).

The Support and Customer Service Representative will work with the customer support team to help manage software support requests for multiple software platforms. This person will be responsible for responding to customer inquiries, troubleshooting technical issues, and providing guidance on software solutions. This position will require a high level of customer service, technical knowledge, and problem-solving skills.

The Support and Customer Service Representative exhibits the following core values of the Social Assurance brand:

• Drive: Is a self-starter and highly motivated, works well on their own, with little direction, and thrives in a collaborative environment.
• Responsibility: This individual demonstrates immense pride in their work and understands the need to exceed customer expectations.

Support and Customer Service Representative Responsibilities

The Support and Customer Service Representative responsibilities include:

• Respond to customer inquiries via email, chat, and phone
• Identify and escalate critical issues to appropriate departments for resolution
• Troubleshoot software issues and provide solutions
• Assist customers in navigating our software solutions
• Follow up with customers to ensure their issues have been resolved to their satisfaction
• Help to test new software product releases and provide feedback
• Set up and train new clients on our software
• Aid in managing our customer support center
• Document customer inquiries and solutions

Key Qualities

• Loves helping others
• Self-starter and highly motivated
• Works well independently and in a team environment
• Highly collaborative and engaged
• Problem solver and creative
• Open to feedback and self-improvement
• Curious and inquisitive
• Excellent communication skills
• Highly productive
• Strong writing skills and grammar

Background and Qualifications

• High school diploma or equivalent; college degree preferred
• 1-2 years of customer service or technical support experience, preferably in a support desk environment
• Excellent communication skills, both written and verbal
• Strong problem-solving skills and ability to think creatively to resolve customer issues
• Ability to multitask and prioritize effectively in a fast-paced environment
• Proficiency in Microsoft Office and experience with CRM and/or ticketing software
• Strong attention to detail and organizational skills

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) 3% Match
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance
• Volunteer time off
• Work from home

Experience:

• Customer service: 1 year (Preferred)

Ability to Relocate:

• Lincoln, NE 68508: Relocate before starting work (Required)

Work Location: Hybrid remote in Lincoln, NE 68508