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Customer Solutions and Support Specialist

Top of Mind Networks LLC Atlanta, GA
  • Posted: 13 days ago
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Customer Solutions and Support Specialist

Reports to: Director of Customer Success

The Customer Solutions and Support Specialist is responsible for providing effective customer support working directly with customers and across our organization in collaboration with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met. The Customer Solutions and Support Specialist must have excellent, in-depth knowledge of our company SaaS platform as well as possess the ability to communicate in both the written and verbal formats to external and internal customers. This position is expected to deliver comprehensive service and timely support for both our customers and staff members. A problem-solving attitude is a must to ensure high quality customer support to drive client satisfaction. Additionally, the Customer Solutions and Support Specialist will vet client concerns for resolution and/or escalation, communicating status updates to the customer to provide guidance, resolve issues, and drive satisfaction.

Responsibilities (including but not limited to):

  • The primary objective is providing excellent service to the customer in collaboration with other members of the Customer Success department

· Contribute to improving customer support by actively responding to support inquiries and communicating common customer issues to help suggest and deliver methods for an improved customer experience

  • Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating in the manner most appropriate

· Effectively manages and responds promptly to a high volume of incoming support tickets.

· Direct requests, concerns and unresolved issues to the designated internal resource for resolution when appropriate

  • Develop product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
  • Manage all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
  • Documenting customer interaction appropriately within the ticket management system
  • Ensure service requests (tickets) are handled timely and completely

· Work with internal account managers and directly with customers to identify, understand and solve customer issues

Job Requirements:

· 2+ years customer facing experience in support (or similar experience) with a demonstrated ability to handle client concerns

· Possesses the ability to communicate to enterprise level customers in both written and verbal formats

· Strong phone contact handling skills and active listening

· Ability to multi-task, prioritize and manage time effectively

· Customer orientation and ability to adapt/respond to different types of personalities

· Possess a strong work ethic and team player mentality

· Strong communication, technical and organizational skills

· Skilled at developing relationships with clients to become a trusted and value-added business partner

· A demonstrated ability to articulate objectives, goals, and intended outcomes while working with customers, articulating technical and non-technical information to various audiences

· Hands on experience working with help desk systems such as Zendesk and relevant computer applications

· Working knowledge of enterprise software applications

· Proven ability to work across various level of an organization

· Background in Mortgage Industry Marketing and/or CRM Administration a plus

Top of Mind Networks LLC

Address

3621 Vinings Slope SE Unit 4250
Atlanta, GA
USA

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