Customer Support Professional
hace 3 semanas
Technical Support Specialist
About the Role:
At Smartsheet, we value the power of teamwork and believe that individuals who are passionate about delivering exceptional customer experiences can make a real difference in our customers' lives.
Key Responsibilities:
- Provide top-notch support to our customers via phone and webform submissions, making outbound calls and taking inbound calls to resolve Smartsheet product-related issues.
- Be the face of Smartsheet Support, driving a positive customer journey and ensuring a seamless experience for our customers.
- Connect with our customers, recognizing their individual needs, and partnering to resolve their challenges and instill confidence in our support and product.
- Deliver enterprise-level service by adhering to individual performance metrics on speed, resolution, and accuracy.
- Follow all processes and procedures, highlighting areas where they could be improved upon.
- Develop in-depth knowledge of our applications to support our customers.
- Offer and receive thoughtful feedback on team processes, peers, and leadership.
- Aim to consistently achieve performance goals in areas such as customer satisfaction, quality assurance, and attendance.
- Participate in call certification programs, develop sufficient knowledge to support our customers via phone and webform submissions, and make outbound calls and take inbound calls supporting Core App challenges.
- Perform other duties as assigned.
Requirements:
- Excellent command of English, both written and spoken (B2+ level).
- Exceptional customer service skills, both written and over the phone.
- Experience in customer service roles supporting customers from diverse backgrounds and locations.
- Technical support experience in a SaaS environment.
- Flexibility in working hours, as this position may require work outside of standard business hours.
Perks & Benefits:
- Full paid health and life insurance for full-time employees and family members.
- Equity - Restricted Stock Units (RSUs) for eligible roles.
- Monthly stipend to support your work and productivity.
- Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid vacation + flexible time away program.
- 20 weeks fully paid maternity leave.
- 12 weeks fully paid paternity/adoption leave.
- Personal paid volunteer day to support our community.
- Opportunities for professional growth and development, including access to Udemy online courses.
- Company-funded perks, including a counseling membership and your own personal Smartsheet account.
- Teleworking options from any registered location in Costa Rica (role-specific).
About Smartsheet:
Smartsheet is a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
Join Our Team:
At Smartsheet, we're passionate about delivering exceptional customer experiences and believe that individuals who are passionate about making a difference can thrive in our dynamic and supportive environment.
How to Apply:
Interested candidates should submit their applications through our website.
Smartsheet is an Equal Opportunity Employer:
Smartsheet is committed to building a diverse and inclusive workplace that reflects the diversity of our customers and the communities we serve.
Contact Us:
For more information, please visit our website or contact our HR department.
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