Customer Support Specialist
Company Overview:
GoIcon is a fast-growing SaaS business focused on building a leading technology platform in the senior care market. Our mission is to improve the aging experience by empowering senior care communities with unparalleled communication and engagement technology. At Icon, you will collaborate with multiple teams, work across disciplines, and encounter many challenges that are new and exciting. Each day, you’ll be working towards profoundly transforming senior care. We are a remote team, although most of our employees are in the New England and Greater Chicago areas.
Position Overview:
As a Customer Support Specialist at GoIcon, you will be at the forefront of our customer interactions, providing timely and effective support to ensure our clients have a seamless experience with our products. You will play a crucial role in resolving inquiries, troubleshooting technical issues, and delivering personalized assistance to our diverse customer base made up of Staff at Senior Living Facilities, Seniors, and Families of those Seniors.
Your Impact – Responsibilities:
- Responding to Inquiries: Addressing customer queries, concerns, and requests via various communication channels such as email, phone, and video conferencing software.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
- Technical Support: Assisting customers with technical issues related to our products, troubleshooting problems, and providing step-by-step guidance.
- Onboarding Assistance: Guiding new customers through the onboarding process, explaining product features, and helping them get started with using the software.
- Account Management: Directing general and billing inquiries and managing customer accounts, including upgrades, downgrades, and cancellations.
- Issue Resolution: Investigating and resolving customer issues or complaints effectively and efficiently, escalating complex problems to higher levels of support when necessary.
- Product Feedback and Improvement: Collecting customer feedback regarding product usability, features, and issues, and communicating this feedback to the appropriate teams within the company for product improvement.
- Documentation and Knowledge Base Maintenance: Creating and updating documentation, FAQs, and knowledge base articles to assist customers in finding answers to common questions and troubleshooting issues independently.
- Customer Education and Training: Providing training sessions or resources to help customers maximize their use of our products and achieve their desired outcomes.
- Maintaining Service Level Agreements (SLAs): Ensuring that customer service inquiries are addressed within agreed-upon response times and maintaining high levels of customer satisfaction.
- Remote Team Collaboration: Collaborating with other remote team members, such as developers, product managers, or sales representatives, to provide comprehensive support to customers and contribute to overall company goals.
- Adapting to Changes and Updates: Staying informed about changes, updates, and new features of our products and effectively communicating these changes to customers.
- Continuous Learning: Keeping up-to-date with industry trends, customer service best practices, and evolving technologies to improve service delivery and customer satisfaction.
Essential Functions:
Customer Support: Provide effective conflict resolution and problem management to ensure effective and consistent contract services.
- Actively listen & assist customers with Go Icon questions or issues with empathy.
- Responds to inquiries and questions from customers promptly, response time is required within 3 business hours maximum.
- Investigate each issue thoroughly and utilize resources such as Slack, vendor contacts & internal teams to bring an issue to full resolution promptly.
- Communicate timeline & detailed expectations on how we plan to resolve an issue.
- Participate in customer problem-solving meetings, internal and external at the customer site when needed.
- Proactively identify trends and modify ineffective operational processes to avoid potential service issues.
- Participates in frequent conference calls with customers and internal teams to improve service levels
Customer Marketing: Implementation of new customer programs and enhancements to existing customer programs.
- Participates in monthly product meetings and employee education sessions to communicate customer program specifics.
- Responsible for scheduling & communicating monthly webinars to keep customers informed on best practices, new features & products.
- Managing production and deployment of support videos through WordPress.
- Responsible for keeping our Customer Support Center updated by documenting & providing updated material including release notes, FAQs, guides, videos, recorded webinars & Coffee Talks, on the Go Icon Customer Support Center.
Actively participates in intra and inter-departmental effectiveness.
- Demonstrates professional behavior and actions.
- Effectively communicates with internal & external teams.
- Participates in interdepartmental meetings.
- Maintains and promotes a positive customer service image internally and externally.
- Assists in special projects as needed.
- Continues to expand knowledge as it relates to the industry.
Qualifications & Attributes
- Bachelor’s degree from a recognized academic institution
- 0-2 years of providing customer-facing customer service for cloud-based software, SaaS working knowledge & clinical focus preferred
- Foster “gracious professionalism” at all times. Exceptional customer service, adept relationship-building skills; ability to establish & maintain trust with individuals at various levels of internal and partner organizations
- Experience utilizing customer service software and other standard product management tools such as Salesforce, Service Cloud & Jira preferred
- Intermediate-level skills in Microsoft Excel, Word, PowerPoint, and G-Suite applications.
- Ability to create and generate agendas, checklists, and training materials, as needed
- Self-motivated and proactively takes responsibility for driving tasks through to successful completion
- Thrives in an entrepreneurial, dynamic, and collaborative culture
- A practical thinker with strong execution skills
- Willingness to travel, as needed, to attend customer-related meetings, events, or other gatherings
- Ability to stay current on industry news, technologies, and any legislative issues that may impact our products and services