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| Position Description |
Responsibilities:
Respond to internal and external customer queries in a timely and accurate manner, via chat, email, or phone.
Accountable to qualify inbound leads coming from our public website and to secure discovery calls with our sales team
Manage client incidents and requests through to resolution
Provide first-line diagnostic and troubleshooting support as well as technical expertise to answer our customers’ questions
Work in shift rotations covering 24 hours, 7 days a week in a follow the sun model together with the team based in Europe
Drive customer adoption and support ad-hoc training.
Submit iOS and Android app releases
Handle escalations with the engineering department
Prepare FAQ’s, upgrade notes, articles in Knowledge Base, and document support related to processes and activities
Requirements:
Fluency in English, both written and spoken;
Previous customer support experience desired, particularly with a software vendor
Familiar with incident management platforms (Jira) and webchat solution (Intercom)
Able to keep up with a fast-paced high energy environment.
Customer service-centric
Ability to be independent in solving complex issues for clients
Excellent interpersonal skills
Curiosity, quick thinker, attention to details, and desire to learn and grow
Rigorous mindset with a high attention to details and execution accuracy
Proactive, willing to get things done and able to work independently
Bachelor’s degree related to technology or engineering preferred
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Additional Information |
Salary: 50,000
Employment Type: Full-Time
Position Location: Nashville
Number of Positions: 2
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| Contact Information |
Matthew Lewers
matt@blueprintexpansion.com
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