Customer Support Specialist

Time zone
Type
Full Time
Opening date
Closing date
1 Aug 2021
Views
547

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This job has now closed and is no longer accepting applications.

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Archive Job Description

At Concord we believe that agreements are the foundation of everything – progress, possibilities and potential. That is why our mission is in our name: to empower people to agree more. Concord was built to eliminate the countless frictions that stand in the way of winning agreements. Those frictions not only cost time and money, they are dividing us and halting opportunities for everyone.

With 95% of the world’s companies still managing their agreements through an antiqued manual process, we are disrupting this final frontier and pioneering a new way forward. Our B2B SaaS contract management solution is already empowering over 500 organizations and 300,000 users across 132 countries. And we are just getting started. If you have the passion, ambition and collaborative spirit to create a future where everyone can agree more, come and work with us.

At Concord you will

  • Become an subject matter expert on the Concord platform, its day-to-day usage, and how we strive to help our customers understand the benefits and features that pertain to their specific needs
  • Respond to and resolve support issues reported by customers in a clear and concise manner
  • Handle all customer inquiries and technical troubleshooting issues including:  general product education, account configuration, billing, bug reporting and more
  • Manage support requests across internal teams with consideration, empathy, and thoughtfulness
  • Help maintain a consistent SLA / response time and 95%+ customer satisfaction rating
  • Create and maintain compelling written and/or visual content for both our customers and internal audiences, mainly for our support articles
  • Function as the voice of the customer and provide internal feedback to our Product teams
  • Proving you take pride in attention to detail through outstanding organizational and problem-solving skills
  • Proving a high level of comfort with data analytics tools and processes
  • Consistent / daily interaction and partnership with our Implementation and Customer Success teams

About you

  • College degree, or equivalent work experience
  • 2-3 years of SaaS customer success or support experience in a growing and fast-paced technology company
  • Significant experience with Excel and CRM tools including Salesforce.com, Zendesk, the Atlassian suite of products (Jira, Confluence), and more
  • Proven ability to learn quickly and work in a collaborative environment
  • Comfort and experience working in an external-facing capacity
  • High attention to detail and technical proficiency is a must
  • Strong communication skills, both written and verbal, especially when explaining complicated issues
  • Proven time management skills with the ability to prioritize tasks

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