Client Support Specialist - Charlotte

Looking to kick off a career in the tech world, but not interested in programming all day long? Want to become a Salesforce expert who provides advice and technical guidance to our customers? Then you may be a perfect fit for our Client Support team! Our Client Support Specialists provide enterprise-level technical support to our business clients via phone, web, email, and other support channels. They are responsible for everything from helping explain basic product functionality to troubleshooting potential bugs.

Duties and Responsibilities:

  • Take ownership of client issues reported and see problems through to resolution by researching, diagnosing, troubleshooting and identifying solutions
  • Respond to and resolve technical and service inquiries within departmental SLAs
  • Utilize existing knowledge articles and videos to respond to customer questions
  • Utilize CRM systems to log and track all communications related to customer inquiries
  • Provide prompt and accurate feedback to clients
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Facilitate defect resolution by serving as a conduit to the engineering team
  • Foster a close relationship with the Client Success team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately
  • Learn the technologies required for supporting the MapAnything products, including SalesForce.com
  • Appropriately document and categorize all requests to assist in internal tracking
  • Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases

Desired Attributes:

  • BS degree in MIS, Information Technology, Computer Science or related field, or proven work experience providing support for enterprise software
  • Basic knowledge of Windows, Mac OS, Google Apps, browsers, iOs/Android interfaces, and Salesforce.com
  • Impressive customer service skills and a super chipper attitude
  • Excellent written and verbal communication skills
  • Ability to effectively communicate technical information in non-technical terms
  • Analytical and troubleshooting skills
  • Experience with help-desk, knowledge base and customer support solutions preferred (e.g.- ZenDesk, Salesforce, Jira Service Desk, ServiceNow)
  • Salesforce.com experience preferred

 

Please email your resume to careers@mapanything.com

MapAnything, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, appearance, national origin, age, disability, genetic information, carrier status, marital status, veteran status, or any other protected status in accordance with applicable federal, state and local laws.