Customer Support Specialist (вакансія неактивна)

Experience in using software solutions to create business value for organizations
Technical background that includes business analysis, technical support software testing desired
Great written and oral communication skills
Customer support experience a plus

Experience in the software development lifecycle
Experience in IVR design/testing
Experience in text messaging solutions

This is an opportunity for someone who wants to be on a product team and contribute to the success of very unique and innovative platform. This is not a client-project — you are in the product team.

We’re definitely a ’results-first’ culture. This helps people to enjoy flexibility and many of the other perks that come with being part of a growing team. Everyone’s experience and perspective matters here.

Customer Support:
Assist in establishing customer support processes
Respond to customer Issues/Questions (product, billing, etc)
Track and resolve customer issues (coordinate through team)
Report on customer support progress weekly
Document process and procedures for tracking and adherence
Train new customer support or solution design specialists

Customer Onboarding:
Coordinate and perform customer training sessions
Assist in identifying and documenting customer solutions
Design, Develop and test custom solution using the OR applications
Perform other activities to take customer from signup to billing
Document best practices for customer onboarding procedures and tracking for training and adherence solutions
Document customer use cases and business needs to pass along to QA for testing purposes

Process Efficiencies:
Help define operational process and procedures
Document agreed upon process and procedures
Help implement and track processes within the organization

Product, Marketing and Sales Support:
Become a product expert to assist Sales and Marketing understand and describe platform capabilities.
Identify and document product features and issues needed to best support customers and drive business value
Design solution prototypes and assist marketing and sales in creating strategic solutions using the OR application
Perform application demonstrations for sales and marketing
Assist in product acceptance testing to ensure product meets customer needs
Contribute to OR blogs, FAQ, Articles as needed

Our product is called OneReach (onereach.com). This is a platform for problem-solvers in the most broad sense. Our platform makes it easy to create communication experiences through conversational interfaces (bots). From the largest customer service departments in the world to local coffee shop, we leverage bots in more meaningful and practical ways.