Customer Support Agent

Job Title: Customer Support Agent

Location: Guadalajara, MX (Remote)

THE OPPORTUNITY:

While we’re proud of our history, we’re just as excited about the future. We want to create a world-class culture and company that attracts, develops, engages, and retains the nation’s elite talent.

At Salesloft, our Customer Support Agents are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will be our front-of-the-line help to get our customers back to engaging their buyers. We believe that the most successful sellers have a passionate and supportive team behind them, and that includes you.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support impactful and revolutionary software that is changing the way sellers serve their buyers. You will have an opportunity to make a difference.

WHAT WE’RE LOOKING FOR:

We are seeking a self-motivated professional who loves solving puzzles and figuring things out for your customers. We want to continue to ensure our growing customer base feels the "Customer Love" with prompt support and a personal touch.

This role is ideal for those who are true problem-solvers, champions of customer success and are highly skilled at managing technical issues in an approachable and understandable fashion. On a day-to-day basis, you will be responsible for troubleshooting some of the most technical issues for our clients via email and screen share.

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming aCustomer Support Agent is the career path for you!

THE TEAM:

Our Salesloft’s Support team is composed of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience.

The Support Team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

What You’ll Do:

You’ll provide outstanding customer support via email, screen shares and chat. You will be solving problems for Salesloft customers with a personal touch. This role is ideal for those who are true problem solvers, champions of customer success, and are highly skilled at managing technical issues and communicating in an approachable and friendly manner. You are naturally curious, love solving puzzles, and are a team-player who can thrive in a collaborative environment.

The Skillset

• 2+ year in a customer-service role
• Prioritize the customer experience while you investigate and diagnose problems
• Troubleshoot via email, screen shares, and live chat
• Determine and implement issue solutions effectively
• Stay up to date on the Salesloft platform and continue to seek out new knowledge
• Create and communicate thoughtful action plans to customers
• Collaborate with internal teams on customer issues and build relationships with your fellow Lofters

• Superb analytical and critical thinking skills
• A team player who can collaborate effectively
• Strong desire to learn and help others
• Experience managing your time between competing priorities.
• Excellent verbal and written communication skills
• Bonus points if you have 1 or more years of experience supporting customers through a variety of contact channels including chat, email, and screen shares.
• Super Bonus Points: Proficiency in troubleshooting web based applications, email connectivity, Voice Over IP (VoIP), comfortable troubleshooting common error messages, and operating system settings.
  
  

WITHIN ONE MONTH, YOU’LL:

• Work 1-2 new Tier 1 cases per day, responding to customers via email with a friendly and helpful communication style
• Begin 1:1’s with your manager.
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Complete Tier 1 Support Training where you’ll learn the process and how to troubleshoot basic issues with the Salesloft platform

WITHIN THREE MONTHS, YOU’LL:

• Work 3-5 cases per day
• Get added to the chat support rotation to deliver support via chat
• Capable of serving customers quickly and proficiently and feel comfortable troubleshooting with customers via screen share
• Work closely with our Customer Success, Professional Service, Sales, Specialists, and Quality Assurance teams

WITHIN SIX MONTHS, YOU’LL:

• Work 10 cases per day with proficiency and technical know-how.
• Self proficient and has a deep knowledge of complex topics related to VoIP, Salesforce, and Salesloft Automations

WITHIN TWELVE MONTHS, YOU’LL:

• Will be on the track of becoming a Certified Salesloft Admin
• Expert at Queue Management

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY YOU’LL LOVE SALESLOFT:

At Salesloft, we're not just a company, we're a community built on shared values.

Salesloft helps sales teams drive more revenue with the only complete Sales Engagement platform available in the market. Salesloft is the one place for sellers and managers to go to execute all their digital selling tasks, communicate with buyers, understand what to do next, forecast with accuracy, and get the coaching and insights they need to win more deals. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2021, Atlanta Business Chronicle’s 2022 Healthiest Employers, three times by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine.

In addition to our stand-out organizational health, G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement. We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category.

We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us!

Check us out on Glassdoor and see what people LOVE about working for Salesloft!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-trajectory organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.