Technical Support Specialist - Product Support

Do you have a passion for customer success and problem solving? Do you thrive in a high-volume work environment that showcases your attention to detail and troubleshooting skills? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space?

Reputation.com is looking for a proven Technical Support Specialist with these skills. 

Responsibilities: 

• Handling customer technical support cases through phone and email submission
• Cross-departmental collaboration to provide resolution for client requests.
• Queue management with emphasis on efficiency, quality & quantity. 
• Work in various department lanes becoming a subject matter expert in each.
• Demonstrate understanding of social media and effectively communicate knowledge with clients. 
• Troubleshooting, updating account configuration, reviewing activity in the platform to optimize clients business structure. 
• Provide guidance on the capabilities of the Reputation.com platform. 
• Share best practices and industry knowledge across verticals. 
• Communicate product enhancement to clients. 
• Additional duties as assigned. 

Qualifications:

• 2-4 years of work experience specific to customer success/technical support/account management - SaaS recommended. 
• Excellent phone skills are a "MUST" 
• Knowledge of social media platforms and review sites. 
• Excellent written and verbal skills. 
• Positive attitude and team-first” mentality .
• Advanced skillset with Excel a “MUST”. 
• Able & comfortable changing direction at a moment’s notice. 
• Knowledge of Salesforce CRM. 
• Solid analytical, problem-solving, and organizational skills with a strong attention to detail.
• Bachelor’s Degree or equivalent experience preferred. 

Preferred candidate profile

Perks and benefits