Customer Support Specialist

Company Description

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We have offices in San Francisco, New York, Boston, Paris, London, and Singapore.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and powering their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team

**Job Description**:
Traackr is looking for a Customer Support Specialist to join our Customer Success Team. The Customer Support Specialist will be responsible for supporting customers and their use of the Traackr platform. We aim to deliver a best-in-class experience for every customer, at every touchpoint to ensure they can get the best value from the Traackr platform.

As a Customer Support Specialist, you’ll deliver exceptional service to our customers across their entire customer journey, from onboarding and training and beyond, with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.

As the first line of support to users, you will play a critical role within our wider Customer Success and Account Management teams. You will know how to manage requests from customers and identify the ways our technology or Customer Success teams can help them achieve their objectives.

Traackr has a very comprehensive feature set along with rapidly changing tech capabilities, so you’ll know how to find creative solutions to unique problems, thrive in challenging situations, and employ complex troubleshooting to get to the bottom of our customer's questions and issues. Your insights into customer demands and possible feature improvements will also give you the opportunity to play a key role in informing our product roadmap.

You’ll also play a key part in the onboarding of our new customers and users alongside our Customer Success Managers and Client Partners. As a Support Specialist, you’ll have extensive knowledge of the Traackr software, and therefore deliver engaging and impactful trainings and onboarding programs via webinar or online group training sessions with the end goal of ensuring our new customers can hit the ground running. You are comfortable presenting one on one or in large team settings and are able to break down complex concepts.

**What you’ll do**:

- Provide timely and well-articulated responses to users through our support interface, Intercom. Understand our product and services in enough detail to provide the most expert guidance to users
- Use problem-solving skills to troubleshoot complex technical issues
- Support our new customer onboarding process through account set-up and implementation as well as run platform trainings to facilitate adoption and usage Maintain a helpful and professional manner at all times
- Host trainings and/or working sessions with our customers to ensure they get the most out of the Traackr platform
- Create and/or update content for our help and online training tools
- Liaise with internal teams (data, engineering) to escalate and resolve customer issues
- Partner with Customer Success Managers and the Operations team to adapt our service level to reflect our company strategy
- Identify common problems; obtain and share customer feedback so that the product can be improved; your own contributions and suggestions will be important
- Support the wider Customer Success team on a wide variety of ad-hoc client projects including usage & adoption reporting, creation of presentations, account analysis, and more
- Partner with the CS Operations Director to improve current support processes

**Qualifications**:

- This role is a unique opportunity for a new graduate; Bachelor's degree in marketing or business preferred
- Excellent written and verbal communication skills both internally and externally across multiple geographies. Ability to understand your audience and adjust communication style accordingly
- Ideally, you’ll have worked in SaaS customer support before and are passionate about the customer experience. Previous experience working in the Saas, Marketing, Communications, or Client Services is preferred.
- Demonstrated public speaking and presentation skills
- Great analytical skills and the ability to work with data using Microsoft Excel or Google Sheets
- A deep passion for technology and enjoy getting into the weeds of product
- A love of troubleshooting and a keen eye for detail & identifying patterns in customer messages
- Ability to make complex topics simple