Customer Support Specialist

Join Envoy as a Customer Support Specialist, where you'll be the first point of contact for our customers, providing support via email and live chat. You'll leverage your advanced troubleshooting skills and deep product knowledge to resolve issues quickly and efficiently. This role requires a self-motivated individual with a strong understanding of business-client relationships and enterprise solutions. You'll have the opportunity to influence support processes and shape the tone of Envoy's customer support.

• Gérer les communications entrantes des clients par e-mail et/ou chat en direct, en assurant la résolution des problèmes.
• Utiliser des compétences avancées en dépannage et une connaissance approfondie du produit pour résoudre les problèmes rapidement.
• Développer une encyclopédie de connaissances sur le fonctionnement d'Envoy, en aidant à résoudre une large gamme de problèmes.
• The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel
• The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential
• This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams
• Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Exceptional verbal and written skills are essential
• Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
• Ability to establish and foster critical relationships with customers & cross-functional stakeholders
• Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
• 3+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required
• Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
• Self-motivated and able to work proactively; not afraid to take the initiative!
• BA/BS degree required or equivalent experience
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems
• Strong analytical, decision-making and problem-solving skills - you are adept at making informed decisions to effectively solve complex problems
• Experience with leveraging JIRA as an issue management platform to track and report on product issues
• Being bilingual is always a plus!
• Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
• You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc)
• Experience working with Enterprise customers to help resolve complex technical issues
• Basic knowledge of web development technology
• Basic to working knowledge of SQL