Director of Field Marketing
MTM LLC
Customer Support Representative
Crossbeam
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $40,000 - $50,000 per year
Job Level
Mid-LevelSenior
About the role
- Live Chat & Email Support: Respond to free and paid users questions and issues in a timely manner, with the right level of prioritization. You’ll ask questions to ensure full understanding of the customer issue, work to replicate the issue, escalate to our engineering team or sales team if need be and per our internal processes, and provide a thorough, yet concise solution for the customer.
- Customer feedback: Communicate with internal teams such as product, sales, and engineering to communicate customer needs and concerns.
- Free plan activation: Support free users with their Crossbeam activation journey to maximize engagement and derive value through basic onboarding calls
- Paid customer onboarding and account checks: Help with the technical setup of the Crossbeam premium features, following our implementation plans and working as a binome with their assigned Account Success Manager. Perform account reviews, and assist the team and their customers with necessary setups and possible improvements on their request
- Internal Knowledge contribution: Assist with the creation of our user guide on Notion and Intercom, finding and implementing “quick wins” to engage our users even more with Crossbeam, creation of KPI reports.
Requirements
- You have professional experience in a B2b technical or customer facing role
- You have used some of these tools already: Salesforce, Hubspot, Intercom, Google suite, Notion
- You have strong active listening skills, empathy and enjoy communicating with others.
- You know how to easily explain difficult concepts both verbally and written.
- You are an instinctive problem solver who thrives on remedying the issues of your customers.
- Deep-diving into technical details and learning more about how our platform works is exciting.
- You are resourceful. Your first approach to seeking an answer you don’t know is to research materials and documentation.
- When you don’t know how to do something, you’ll admit it and make a quick assessment of whether it’s something you can figure out, if you’ll need help, and where that help should come from.
- You have strong time management skills and understand that prioritization is key to succeed in this role.
- You are a team player and enjoy collaborating with other departments such as customer success, sales, engineering, operations, and product teams.
