[Hiring] Customer Support Specialist @Sinch

Role Description

At SimpleTexting, we’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.

• Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers.
• Clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved.
• Be a compliance expert - making sure our customers are responsible texters.
• Participate in writing excellent help documentation—both for internal use and for our customers.
• Escalate bugs to our customer technical support team.
• Work on specialized projects, as you become more comfortable in the role.
• Become a SimpleTexting power user—before you can support others, you must know the product yourself.

Qualifications

• English is your primary language. Secondary languages are a plus.
• At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
• You can translate technical ideas for non-technical audiences.
• Demonstrable critical thinking, communication, and creative problem-solving skills.
• Ability to learn new software platforms quickly.
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
• Highly organized. You can manage and prioritize several different projects.
• Familiarity with chat and CRM platforms.

Requirements

• You love to talk, actively listen, and build relationships.
• You enjoy responding to a customer’s inquiry in the way that makes the most sense; we are not a scripted team.
• Multiple chats happening at once doesn’t make you sweat.
• You thrive in fast-paced environments.
• You’re as comfortable hopping on the phone as you are writing super clear emails.
• Investigating issues when you don’t have enough info to resolve them is your idea of fun.
• Going above and beyond for customers gives you a warm and fuzzy feeling.
• You have no shame geeking out about business and technology.

Benefits

• Remote - US hours.

Company Description

SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences.

• Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more.
• SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider.
• Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful.
• We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self.