Join Our Team: Exciting Opportunity for a Customer Support Specialist!
At Muck Rack, we value teamwork and collaboration. As a Customer Support Specialist, you’ll work closely with our editorial, customer success, and product teams to provide exceptional support to our valued customers.
What You’ll Do:
- Act as the first point of contact for inbound communication through our site.
- Assist customers by answering questions and providing how-to help on Muck Rack’s capabilities.
- Focus on reducing customer effort and enhancing product knowledge.
- Escalate and diagnose software issues, collaborating with our product and engineering teams for solutions.
- Follow up on site issues until resolution and customer satisfaction are achieved.
- Proactively reach out to customers showing signs of user error.
- Identify areas for process improvement and evolution.
- Maintain expert product knowledge of Muck Rack and stay updated on new features.
How Success Will Be Measured:
- Time to close.
- Average time to respond within 10 minutes or less.
- Number of conversations replied to.
- Customer Satisfaction (CSAT).
- Quality Assurance (QA).
Ideal Candidate:
- 1-2+ years of technical support experience, preferably in a B2B and SaaS environment.
- Strong written and verbal communication skills.
- Ability to troubleshoot and perform in-depth investigations independently.
- Adaptable to changing priorities and customer needs.
- Familiarity with tools like Google Apps, HubSpot (or Salesforce), Slack, Intercom, GitHub, etc.
- Experience in technical writing, including creating troubleshooting and navigation steps.
- Detail-oriented with a curiosity to identify core issues.
- Continuous learner with a passion for staying updated on new features.
- Experience in public relations or familiarity with the industry is a plus.
- Familiarity with boolean searching.
- Willingness to work one of the following shifts: 8:00 am – 5:00 pm EST or 12:00 pm – 9:00 pm EST.
Interview Process:
- 30-minute interview with a member of our Talent Team.
- 1-hour Zoom interview with the hiring manager.
- Skills assessment (maximum 2 hours).
- Peer interviews with several team members.
- Final call(s) with executive team member(s).
Salary:
In the US, the base salary for this role is $27/hour. We adopt a geo-neutral approach to compensation within the US, focusing on job function and level rather than location. For other countries, we offer competitive pay bands based on market standards.
Apply now to embark on an exciting journey with Muck Rack and be part of a dynamic team dedicated to customer success!
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