Customer Service Supervisor
California FAIR Plan Association
Customer Experience Representative
Secureframe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSSFDC
About the role
- - Become a technical product knowledge expert on our platform with guidance from our team members. We’re a team, and your success is our success!
- - Provide a positive experience to the customer within our internal SLA
- - Coordinate with internal engineering on the QA of bugs and feature requests to improve our products
- - Timely and accurately respond to our customers' queries within the established SLAs
- - Serve as a technical expert to increase satisfaction when working with customers via phone calls, email, or video calls
- - Work alongside our Customer Success Managers to help customers smooth out the compliance journey
- - Analyze and share feedback with our Engineering team to troubleshoot issues and track their impact, and fixes
- - Analyze and report feature requests to the Product Team
- - Look for and recommend improvements to current workflows and features. Promote the ongoing internal learning and success of our team by sharing knowledge via collaboration
- - Create internal documentation around best practices
Requirements
- - 3 years minimum of relevant work experience
- - Experience with support and ticketing systems like Zendesk, Jira, SFDC, etc
- - Resourceful, self-starter, and customer-centric
- - Can meet customers where they are in terms of a technical knowledge standpoint
- - Showcase your experience supporting AWS, we want you to be the expert in the group
- - A problem solver, to assist our customers with technical questions and issues. Come up with solutions and communicate with both technical and non-technical users
- - Adept at technical documentation
- - Ability to work Pacific Time regardless of your location
Benefits
- - Medical, dental, and vision benefits for you and your dependent(s)
- - Flexible PTO
- - 401(k)
- - Paid family leave
- - Ground floor opportunity as an early member of the team
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical documentationAWSbug QAfeature request analysisworkflow improvement
Soft skills
customer-centricproblem solverresourcefulself-startercollaboration
