Support Specialist

FULL TIME POSITION | REMOTE

Send resume to: christi@busybusy.com

Description & Duties

 

Customer Service is the backbone of most SaaS companies.  At busybusy, Customer Service has played a huge role in helping construction companies implement and continue to use our software to connect the employee interactions in the field with the complex workflows in the office, all designed to make these companies more efficient and profitable.

 

The right candidate will: 

  • Be the front line contact for users with support issues, convey solutions to them using clear and empathetic language via Intercom and incoming support calls in a timely and accurate fashion.
  • Educate and train users, including Zoom breakout sessions, guide them through feature adoption in response to the inquiry.
  • Troubleshoot basic technical issues, escalating when appropriate.
  • Manage escalation, clearly communicate user’s needs to Troubleshooting Analyst or Dev Team.  Follow up with client regarding resolution.
  • Analyze and report malfunctions or issues using proactive methods like testing scenarios or impersonating users.  
  • Collaborate on efficient workflow for Intercom handling internally.
  • Recommend and collaborate on procedure modifications or improvements.
  • Evaluate and improve existing Help Center content.
  • Participate in creating new content for the Help Center.

 

Minimum Requirements:

  • Experience working directly with customers in customer service, support or success.
  • Capable of concurrently running multiple projects, able to teach simple to mid-level concepts in a simple way that customers can understand.
  • Excellent analytical and problem-solving skills, with great attention to detail.
  • Interest in helping others, nurturing nature, and motivated by seeing others succeed.

 

Compensation, Benefits and Fun

  • Great Earning Opportunity
  • Opportunity to work in a fast-moving, high growth SaaS company
  • Office in St George UT. Remote work available
  • Company-paid Healthcare, Dental & Vision Plans, 401K match
  • Casual dress all day, everyday
  • Strong, results-oriented culture

Send resume to: christi@busybusy.com