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Senior Customer Support Specialist

Customer Success USA flag USA, Austin

Description

DealHub has experienced sustained hypergrowth, and we’re looking for a Senior Product Support Specialist to take it to the next level.

This position requires a talented and passionate persona, who is enthusiastic about solving complex puzzles and diving into technical problems.

As a Senior Product Support Specialist, you will provide world-class support to our customer Sales Ops teams to resolve issues with their configuration & integrations and work closely with the R&D and product teams. 

You will be responsible to:

  • Provide fast, professional, and personal support to Dealhub’s customers worldwide
  • Work on a ticket system, do troubleshooting, and communicate with the customers with various media (emails, phone calls and video calls)
  • Provide an application support on Dealhub’s platform, mainly on configurations and integrations with other CRM platforms
  • Understand the customer’s situation and problem, and act as the expert function for the customer
  • Make the customer satisfied with the solution and support provided
  • Work in extensive interfaces in order to provide the desired and suitable solution to the client
  • Act as a customer-centric storyteller: interpret, summarize, and simplify quantitative and qualitative insights from multiple sources into compelling stories about the customer experience that is succinct, easy to understand, and invoke a strong desire to act

Requirements

We expect you to:

  • Have proven experience of at least 4 years in Customer Support roles from SAAS companies.
  • Have excellent communication skills and being flexible and responsive to dynamic situations
  • Be bold and ambitious - think out of the box and lead a surprising and creative problem-solving approach
  • Be able to prioritize among many conflicting needs, advocate a course of action, and pursue it consistently.
  • Being a team player who understands that collaboration is the key to success, whilst being independent, self-motivated and a self-starter with a “Can do” attitude.
  • Learn fast and have high attention to details. You’re a structured, curious, analytical, and investigative thinker who can dive into various sources of data to identify opportunities.
  • Be able to commit to SLA and consistently deliver with high quality whilst meeting tight deadlines
  • Have previous experience with CRM (Salesforce/ Microsoft Dynamics is an advantage)
  • Have prior experience with SQL queries - Advantage
  • Have bachelor degree in a relevant field (Information Technology/ Information Systems)
  • Be Fluent in English (both written and verbal)

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