**Job Summary:**
We're on the hunt for a highly motivated and innovative individual to join our careerzynith team as a Senior Product Support Specialist. As a key member of our client service group, you'll be responsible for delivering exceptional support to our clients, helping them overcome challenges and achieve their goals. If you're passionate about client-centricity, driven by a desire to learn and grow, and thrive in a dynamic environment, we want to hear from you!
**About careerzynith:**
careerzynith is a leading innovator in the private sector, dedicated to empowering businesses to succeed. Our organization values are built around client fixation, pioneering spirit, zero show, and relaxation. We're committed to creating a work environment that fosters collaboration, creativity, and growth. Our client service group is a vital part of our client's experience, and we're seeking individuals who share our passion for delivering exceptional support.
**Job Responsibilities:**
As a Senior Product Support Specialist, you'll be responsible for:
* Collaborating with clients to resolve how-to questions and investigate issues on the careerzynith platform
* Providing a "human-first" experience through voice and written communications across various channels, including chat, email, phone, and careerzynith devices
* Developing expertise in careerzynith products, both technically and from a client use-case perspective
* Identifying opportunities to enhance client value and work more efficiently, while charming clients and driving client satisfaction
* Working with leadership to expand organizational efficiencies, sharing insights and feedback to improve the team's performance and drive client value higher
* Collaborating with peer colleagues (Sales, Onboarding, Record Management, Maintenance, etc.) to increase client engagement and contribute to long-term client retention, working as one team
**What You Bring:**
* Client fixation: You're enthusiastic about engaging clients and love the challenge of finding solutions that will help them most
* Interest: You're not afraid to ask questions and have a "continuously learning" mindset
* Proprietorship: You proactively set high standards and take ownership of objectives and team performance
* Versatility: You thrive in a dynamic environment and are comfortable with uncertainty and changing client needs and requirements
* Communication: You're an exceptional communicator and excel at making clarity and concision, with strong prioritization and coordination skills
**What You'll Do:**
* Join forces with careerzynith clients to resolve how-to questions and investigate issues on the careerzynith platform
* Convey a "human-first" experience and goals for clients through voice and written communications across various channels
* Develop expertise in careerzynith products, both technically and from a client use-case perspective
* Identify opportunities to enhance client value and work more efficiently, while charming clients and driving client satisfaction
* Work with leadership to expand organizational efficiencies, sharing insights and feedback to improve the team's performance and drive client value higher
* Collaborate with peer colleagues to increase client engagement and contribute to long-term client retention, working as one team
**How You'll Be Evaluated:**
* Ticket Goal + Case Volume
* Consumer satisfaction + Quality of Client Communications
**What Experience You Should Have:**
* 2 years of providing Software as-a-Service (SaaS) client care to organizations with models where you've impacted clients to improve things
* Shown experience of offering support for various online software or SaaS products or potentially IT experience
* Experience in constructing best practices geared towards help quality and efficiencies, possibly from having worked as an Informed authority (SME), Mentor or Leader
* The ability to adapt working independently and through uncertainty while contributing to a positive climate
* Multiple instances of focusing on for most significant effect/esteem work among competing needs or requests
* Knowledge of fundamental web technologies (e.g., HTML, CSS, JSON, and JavaScript)
* Familiarity with exploring and working with various helpdesk software (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.)
**Pay and Benefits:**
* 401k Retirement plan
* Excellent clinical, dental, vision, and parental leave benefits
* Open and transparent culture
* Fantastic opportunities for career growth and progression
* An on-site gym at our HQ with local professional trainers
* Every other week free lunch nearby in the office, monthly careerzynith credit if you're remote
* Unlimited PTO (Due to the nature of this work, collaboration with your manager and colleagues will be essential to ensure the proper client inclusion is established)
* Loads of Loot!
**How to Apply:**
If you're a motivated and innovative individual who is passionate about delivering exceptional support, we want to hear from you! Apply now to join our careerzynith team as a Senior Product Support Specialist.