Jobs > Customer Experience Specialist – Apply Now

Added 1/20/17

Overview

DivvyHQ is recognized as one of the leading content marketing platforms in the world. DivvyHQ makes it incredibly easy for marketing teams to plan, produce, collaborate and publish high-quality content more efficiently. The bottom line is…we simplify the entire process and workflow, so content producers can focus on what they are good at…creating great content.

DivvyHQ is looking to add to our customer engagement team. We are experiencing strong client growth and we want to continue to provide our customers with the high level of responsiveness and support that they deserve! If you have 3+ years of technical/customer support experience in either enterprise software or marketing/advertising arenas, and can listen and communicate with empathy, we would like to talk to you!

Position Objective:

Responsible for making sure our customers receive timely responses to support and billing questions. This role will focus on creating and maintaining amazing, consistent experiences across all customer support touch points, which can include (but is not limited to):

  • Our website
  • Web-based support tools/applications/portals
  • Support documentation/content
  • Email and phone correspondence
  • Virtual demos/training sessions
  • In-person meetings/events/trainings

Major Responsibilities and Duties:

  • Assist with plans, strategies, and procedures to build and maintain customer loyalty
  • Communicate directly with customers to answer questions, provide training and resolve issues
  • Manage and document support requests by current and prospective clients via our support/customer portal, email (Fusedesk/Infusionsoft), GoToMeeting, etc.
  • Collect, track and report technical issues/bugs and new feature requests to VP of Customer Experience
  • Assist with the quality assurance (QA) process as needed for weekly product releases
  • Maintain contact with all clients to ensure high levels of client satisfaction
  • Maintain or improve customer support response time
  • Report to the VP of Customer Experience regarding urgent customer support requests
  • Report to the VP of Customer Experience regarding potential client training up-sell opportunities
  • Assist the VP of Customer Experience in the development and maintenance of all support documentation (knowledgebase, FAQs, how-to videos, etc.)
  • Be a direct support liaison to enterprise-level accounts
  • Assist in development and implementation of various sales and marketing initiatives as needed
  • Adhere to all company policies, procedures, and business ethics codes

Qualifications:

  • Bachelor’s degree or graduate degree
  • 3+ years of customer support or technical support experience
  • Experience in software support, SaaS preferred
  • Proven history of success in a customer support related position
  • Advanced competency and experience with a large Customer Relationship Management (CRM) platform or other customer support tools
  • High-level interpersonal and communication skills

Performance Competencies:

  • Self-motivated & self-directed
  • Ability to effectively communicate to all levels of the organization
  • Ability to manage multiple projects and customers
  • Accepts responsibility, accountability and takes pride in their work
  • Meets and manages deadlines effectively
  • Performs well under high-pressure situations
  • Technical knowledge and confidence
  • Creative and innovative problem solver
  • Exceptional written and oral communication skills

Time Commitment: Full-Time

Compensation: Salary

Location: Kansas City, Missouri

Apply Now