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Technical Support Specialist
2 weeks ago
We're looking for a Technical support specialist to join our team to cover our round the clock support operations.
Who Is PurpleRain
We're a simple, communication and sales enablement platform for teams
We're a bootstrapped, profitable company started back in April of 2009
We're a remote company with globally distributed team
We don't just claim to be customer-centric - we live it
We build awesome SaaS products that helps our customers increase conversion, drive revenue growth and improve customer experience.
Why Work Here?
We're a young, ambitious company who only answers to our customers
Opportunity to have a big impact on our growth and your career
No red tape or pointless meetings
This Role Is For You If…
You would describe yourself as patient, empathetic and having a good sense of humor
You're independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
Superb written and verbal skills (with a professional yet fun demeanor).
You consider yourself tech savvy and efficient with SaaS application
Provide real time live chat, ticket based and voice support Ondemand demo and remote support for troubleshootingYour qualifications:
Self motivated and proactive mindset.
Remote work experience is considered an asset.
Based anywhere in the world, quiet home office with fast internet.
Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).
Your responsibilities will include:
Answering incoming phone calls from customers to offer support
Answering support tickets to help customers and free trials (we use Zendesk)
On-boarding and setting up new accounts and winning them over from the get-go.
Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
Advocating customers' requests and needs across the entire company (we use Monday)
Educating about newly released features and functionality.
Contributing to our Help Center )
Continuous learning and love to implement best practices
30 Day Targets:
Learn the PurpleRain software & product offerings to be effective in the position
Complete all position specific on-boarding tasks, setup, and initial training
Virtually meet all PurpleRain employees
60 Day Targets:
Actively work in the ticket queue on a daily basis
Answer incoming calls and complete 10 training calls
Onboard 10/new trials a week
90 Day Targets:
Meet or exceed KPI expectations
Contribute at least 3 documents to the Help Center
Contribute at least 1 product pitch
KPI's:
Average Rating per ticket
Trial Onboarding Rate
Average Tickets Per Day (conversations)
If this sounds like a great fit we would love to hear from you.
