Humanity is a cloud-based workforce management software fueled by a commitment to innovation, iteration, and a customer-centric approach. Our platform brings together usability, smart design, and custom features to help managers and employees better organize and stay connected through our evolving suite of apps. Headquartered in San Francisco, with offices around the globe, we are connected by a culture that promotes a customer-centric approach, creativity, teamwork, and transparent leadership. We are looking for an experienced Customer Support Specialist to join our team of 63 creative and talented people in Lahore.
About Us: Customer-Centric team with the agile-driven development environment Startup-oriented We are here to get things done, but we like to have fun doing it We’re a distributed team across the globe with offices in San Francisco, Lahore, and Belgrade
The Role: You will be responsible for supporting our customers. The successful candidate will have a knack for effective verbal and written communication and helping customers on a large scale over Live Chat, email & Phone. You will work closely with our Sales, Success & Product team to become the support specialist for thousands of new and existing end users.
RESPONSIBILITIES:
- Own the product. As a support specialist, you will be required to be a specialist in our product so you can ascertain and resolve any query our customers send your way
- Communicate clearly and effectively with customers via phone, email, and chat
- Manage customer escalations in accordance with agreed SLAs and support agreements
- Monitor, prioritize and respond appropriately to all application support requests received
- Maintain a high level of customer engagement and satisfaction
- Use a variety of instructional methods to ensure maximum delivery effectiveness
- Work with customers to understand their needs and develop their training
- Adapt to/learn new Humanity enhancements quickly to include in training resources
- Interpreting and implementing business’ and their hierarchy while also interpreting and implementing solutions to their existing configurations
REQUIREMENTS:
- Prior experience with business to business support and / or client management
- Clear and concise communicator, both oral and written. Native English accent preferred
- Ability to work shifts covering US timings (night shifts)
- Ability to absorb pressure and to work in a cross functional manner
- Ability to build rapport and trust with your clients
- Attention to detail and passionate about your clients
- Collaborative team player
- Ability to prioritize, manage time effectively and multitask
- Great personality and “can do attitude”
- Proven public speaking skills in any capacity; on the phone, in person, etc.
- Technically skilled, i.e. able to comprehend SaaS applications in depth.
Skills
Job Details
Humanity is a cloud-based workforce management software fueled by a commitment toward innovation, iteration, and a customer-centric approach. Headquartered in San Francisco, with offices around the globe, we are connected by a culture that promotes creativity, teamwork, and transparent leadership. Our team members enjoy fun perks, like 20 paid days off per year, an employee travel program, a vacation club, flexible work schedules, gym reimbursement and a Kindle book club.
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