CA, GB + 1 moreOur users tend to be leaders in their organizations and they reach out for help because they are preparing for a presentation that just can't go wrong. Sometimes they're nervous, and sometimes they're on a deadline. We're driven to honor this trust. Through calls, emails, and occasional screen shares, our team empowers users to deliver interactive presentations that are engaging and inclusive. You will need to demonstrate a high level of technical proficiency and take ownership of customer-facing issues end-to-end, which includes advanced troubleshooting and root cause identification across various operating systems and product integrations. We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers. Your responsibilities will involve replicating reported bugs and coordinating with product, engineering, or QA teams to address them. Subsequently, you will communicate findings to customers to ensure clarity and resolution. Given the complexity and technical nature of our product, all members of our Customer Support Team hold senior positions.
Poll Everywhere is a 60+ person growing B2B SaaS company on a mission to make presentations more inclusive. We believe that having our product in use at more of the 17 billion meetings a year in the F1000 and R1 Universities change those organizations and classrooms through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.
Objectives of the role
- Lead with empathy in customer support interactions, fostering positive relationships and enhancing customer satisfaction.
- Ability to multi-task, effectively working through email, phone, and the occasional chat. Additional support includes troubleshooting the issue reported; looking through documentation; searching account information in customer and admin accounts.
- Prioritize workload and determine what is most important in your work day. Which emails to follow up on first; determine how much time to spend on dedicated projects assigned; determine when to escalate calls and emails.
- Demonstrate critical thinking and problem-solving skills; thinking through technical issues and providing resolution.
- Work independently with good decision-making skills as the role will require some stand-alone work time.
Daily & Monthly responsibilities
- Take charge of customer issues from start to finish. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps.
- Manage your daily Zendesk ticket queue and maintain a positive CSAT score. Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements.
- Work with both new and existing customers to resolve issues related to our product and billing-related questions.
- Create resolutions for customers with a blend of patience, wit, and crystal-clear communication. You'll directly support customers via email tickets, incoming calls (which may require context switching), the occasional chats and screen share.
- Work closely with several departments to troubleshoot, reproduce, and escalate product-related bugs proactively. Engineering/QA - assist in quality assurance testing and bug reporting. Design & PM’s - provide customer feedback to these teams from information gathered during calls/emails. Customer Success - assist Customer Success Managers (CSM’s) with technical calls or emails from customers; screen shares when needed; attend Support/Success team meetings. Finance - partner with the finance team on customer billing issues reported to support.
- Collect data to show trends among customers and present findings in weekly meetings to the Director of Customer Support. We really like data and expect you to be comfortable using data to assign priorities, measure your own productivity, and suggest company improvements.
- Mentor & train Sr. Technical Support Specialist I on troubleshooting techniques and identifying root causes; be the escalation point of contact for Sr. Technical Support Specialist I teammates.
- Take initiative and be energized to solve solutions even when a clear path isn't laid out for you.
- Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues.
- Work collaboratively with other technical support specialists to resolve customer questions and issues.
- Ability to travel within the U.S. to support customers on-site for conferences (once or twice a year).
Skills you need to be successful in the role
- 3-5 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices.
- You have a working knowledge of Windows and macOS platforms to resolve complex issues. You're proficient in installing and troubleshooting software on these platforms.
- You are seen as the person on your team to solve complex escalations and share best practices to improve day-to-day operations for overall efficiency.
- You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, and marketing.
- Experience working remotely on a distributed team spread across several time zones.
Nice to haves
- Proficiency with Zendesk, Slack, Asana, Notion, or other comparable online support and collaboration tools.
- Experience using Poll Everywhere
- Experience working with Learning Management Systems (LMS)
Our users come from all kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we’re looking to hire people with good judgment.
If you don’t meet 100% of the above qualifications or check off all the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.
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