Opportunities for Those with a Passion for Modern Technology

Customer Support Specialist

Location: USA

Malbek is seeking a highly motivated and energetic individual with a passion for helping clients maximize adoption of our cloud-based solutions to join our Customer Experience team as a Customer Support Specialist. The Malbek team is very passionate about maintaining our culture and affording the opportunity for all team members to actively contribute to executing our vision.

 

The Malbek Customer Support Specialist is responsible for ensuring continued customer satisfaction by performing technical support tasks and issue resolution. The ideal candidate has a passion for helping customers and approaches each situation with empathy and success mindset.

 
Key Responsibilities
  • Daily management of customer support ticket queue, assignment, and off hours support (on rotation)

  • Monitor all assigned cases and update all activities on company tracking system, Zendesk.

  • Analyse customer issues and develop necessary actions and ensure optimal levels of customer satisfaction.

  • Gather and present details for backline support help requests; assist with prioritizing issues for future fixes.

  • Partner with the Customer Success Manager to manage escalations raised by clients to resolution and maintain customer satisfaction

    with our services and solutions.

  • Provide consultative advice and configuration support to customers seeking guidance on new features or handling new requirements.

  • Advise when consulting services are necessary.

  • Troubleshoot client reported issues and conduct root-cause analysis; determine if an issue is a defect, configuration, or training issue.

  • Contribute to online help content and internal knowledge base.

  • Collaborate with other Customer Experience team members to understand complex implementations that have been deployed

    to provide white glove service support to our customers.

  • Contribute to internal testing and QA.

  • Manage feedback from clients that will feed into Product Management.

  • Contribute to Support metrics management of CSAT, CES, and NPS.

  • Collaborate with the Customer Success Manager to provide support ticket data for customer health checks.

  • Assist with reacting to customer surveys, acting on both internal and external action items.

  • Provide product enablement or configuration assistance to clients as part of the support process and customer success initiatives.

  • Collaborate with internal stakeholders to ensure obstacles to success are known and resolved in a timely manner.

  • Assist customers with using beta and newly released proprietary Malbek features and integration connectors.

  • Duties may also include contributing to Malbek Partner network support.

In true startup fashion, we look to our team members to contribute their skills to other parts of the organization when there is an opportunity. This is a fun way for team members to learn and contribute.

Ideal candidate skills:
  • Excellent written and oral communication skills, across multiple channels, including email, chat, phone, and web.

  • Proven analytical background, with good technical aptitude; ability to communicate technical information to non-technical users.

  • Customer success focused mindset.

  • 5+ years’ experience in software implementation or technical support role.

  • Previous CLM (Contract Lifecycle Management) experience a plus.

  • Experience with customer support platforms such as Zendesk and DevOps tools such as Azure DevOps or Jira.

  • Highly proficient in MS Word; advanced Word skills highly desired.

  • Experience with UI and API integration to web applications.

  • Detail oriented and inquisitive, self-motivated.

  • Team player and positive attitude even in times of stress or conflict.

  • Extremely organized with strong time-management skills.

  • Excellent problem solving and critical thinking skills.

To apply for this position, please complete the form on this page and attach your resume.

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