Job Description
We are looking for a dedicated and empathetic Part-Time Remote Customer Success Specialist to join our Indianapolis-based team. If you thrive in a dynamic environment and enjoy helping others solve problems from the comfort of your home, this is the perfect opportunity for you. We offer a flexible schedule, competitive pay, and a comprehensive benefits package for eligible full-time employees.
As a key member of our support team, you will act as the bridge between our clients and our technology, ensuring a seamless experience that drives retention and satisfaction.
Responsibilities
- Manage Customer Inquiries: Provide exceptional support via email, live chat, and phone to resolve technical issues and product-related questions efficiently.
- Issue Resolution: Troubleshoot and diagnose complex problems, escalating tickets to the appropriate engineering teams when necessary.
- Feedback Loop: Act as a voice for the customer by documenting feedback, trends, and product improvements directly to the product management team.
- Documentation: Maintain accurate and up-to-date customer records in our CRM (Salesforce/Zendesk) and contribute to the Knowledge Base.
- Training & Onboarding: Assist in the onboarding process for new support agents and participate in continuous training sessions to stay ahead of industry trends.
- Performance Metrics: Consistently meet or exceed Key Performance Indicators (KPIs) regarding response time, resolution rate, and customer satisfaction scores (CSAT).
Qualifications
- Experience: Minimum of 1-2 years of experience in customer support, technical support, or a related field.
- Communication: Superior written and verbal communication skills with the ability to convey complex information simply.
- Technical Proficiency: Comfortable navigating multiple software platforms and CRM systems; familiarity with ticketing systems is a plus.
- Work Environment: Must have a dedicated home workspace and a high-speed, reliable internet connection (minimum 25 Mbps).
- Availability: Must be available to work a part-time schedule, including some evenings or weekends as needed to support US-based clients.
- Tools: Proficiency in Microsoft Office Suite and remote collaboration tools (Zoom, Slack, Teams).