SaaS Customer Support Representative
We are looking for someone who can exhibit enthusiasm and product knowledge with the mission to provide such a positive experience for each customer that they are compelled to rave to others about FloQast. You will be the face of our growing company and play a major role in converting our customers into brand advocates.
*Hours: 12pm-9pm Eastern Standard Time
Take ownership of reported customer issues and see problems through to resolution;Research, diagnose, troubleshoot, and identify solutions to resolve customer issues;Provide prompt and accurate feedback to customers by means of email, screenshot, GIF, screen share, phone call, etc.;Utilize Zendesk Support ticketing system to respond to tickets and assign to others when necessary;Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (Account Management, Set-Up, Engineering, Product, etc.);Create and refine articles for Zendesk Guide (FloQast Help Center);Lead internal and external trainings to improve the customer experience;Develop and master the numerous Zendesk products and integrations.
Desired Qualities and Skills:
2+ years experience in customer-facing Support role preferredExcellent verbal and written skills to be able to assist customers over email/screenshare/phoneExperience in the SaaS industry preferred, especially in a customer-facing roleThe ideal candidate will have experience with some or all of the following: ERP systems (NetSuite, Intacct, Quickbooks, QBO, Great Plains, etc.), Cloud Storage (GDrive, OneDrive, DropBox, Box, Egnyte), Microsoft Excel, General accounting knowledge a plusLogical thinker & strong problem solving/troubleshooting skillsExcellent interpersonal communication skills with the ability to communicate technical issues to a technical and non-technical audienceStrong record keeping and documenting capabilitiesTime management – ability to organize and manage multiple priorities and meet deadlinesHighly motivated, positive, independent, and result driven with a desire and ability to learnBachelor's degree or equivalent work experience preferred
FloQast is a fast growing, Los Angeles-based, early-stage company redefining how a critical business process (financial close) is performed. Our growth and success is fueled by a passion to define and dominate the Close Management Software market. We are the first company of our kind to focus specifically on the mid-market. Our prospects have been hungry for a solution like FloQast for years and the response to our solution has been overwhelmingly positive.
- FloQast offers competitive compensation, stock options, full benefits, and a positive and supportive work environment
- We are fanatics about the success of our customers. Check us out on G2 Crowd
- We are equally fanatic about creating and maintaining a fabulous culture of support and success for all employees. Check out what people are saying on Glassdoor
- We are moving quickly and there is huge upside opportunity in terms of career growth