Support Specialist

Greater Talent Group Headquartered in Austin Texas redefines Talent Acquisition and Fractional HR Excellence with innovative strategies. We curate highimpact professionals aligned with company culture and objectives while our Fractional HR services provide tailored solutions for dynamic growth. Our collaborative partnerships national reach technical expertise and unwavering integrity drive industryrecognized and awardwinning corporate cultures.

Greater Talent Group has an exciting opportunity for a Support Specialist Hybrid to join a dynamic and driven team at a Series B SaaS company.

The Support Specialist will have a unique opportunity to join a driven team at a fastpaced SaaS Series B Company and will be key in propelling our organization into our next phase of growth. This person will move gracefully through a highoctane environment has strong intellectual curiosity and is an analytical problem solver who craves challenges.

You will take ownership of building genuine relationships with our customers while providing prompt courteous and accurate support via various channels. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise take pride in the delivery of proactive and helpful assistance and are excited to share your insights and learnings with the team.

Responsibilities:

• Handle inbound support inquiries via phone email and chat that range in complexity from “howto” questions up to involved debugging to track down operational anomalies
• Triage a wide range of requests prioritize support issues to handle the most critical issues first and safely courier the information to the right team
• Maintain a speedy response time and happy customer rating taking pride in achieving high service level stands with a continual focus on process improvement
• Develop and foster relationships with customers by providing functional and technical support for products
• Work with your team to maintain and contribute to the knowledge base and ensure relevant content can be surfaced easily
• Ensure that a set of standard methodologies and processes are used to effectively assess issues and provide adequate solutions
• Leverage data analytics and various tools across all customers to determine high impact plans of action that deliver high customer value and drive revenue growth for customers
• Work closely with sales support product and marketing to communicate root causes for customer success or failure and drive requirements for product enhancement and development
• Maintain and aspire to exceed team and company goals; including maintaining high levels of customer retention and customer satisfaction

What we are looking for:

• At least 2 years of support experience preferably in a generalist or technical support position at a SaaS company
• Familiarity with ZenDesk or equivalent is a plus.
• Ability to troubleshoot softwarespecific problems and resourcefulness in obtaining information from users
• Ability to use strong problemsolving skills quickthinking and use of independent judgment when making decisions that have an impact on customers
• You are an excellent teammate with a consistent record of excelling in fastgrowing environments and taking initiative
• Ability to clearly and concisely articulate technical matters to all customers
• Growth mindset task risks and champion new initiatives
• Strong organizational skills with an ability to manage time and resources effectively
• Excellent communication skills both verbal and written

Benefits:

• 20 days PTO 5 Paid Sick Leave No work on your birthday
• Volunteer Hours
• Equity
• Wellness Benefit
• Generous family leave policy
• Hybrid work environment
• Health Dental and Vision Insurance
• 401k with matching
• Life Insurance