SaaS Customer Support Representative

Job Description:

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

Responsibilities:

  • 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 preferred
  • Excellent verbal and written skills to be able to assist customers over email/screenshare/phone
  • Experience in the SaaS industry preferred, especially in a customer-facing role
  • The 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 plus
  • Logical thinker & strong problem solving/troubleshooting skills
  • Excellent interpersonal communication skills with the ability to communicate technical issues to a technical and non-technical audience
  • Strong record keeping and documenting capabilities
  • Time management – ability to organize and manage multiple priorities and meet deadlines
  • Highly motivated, positive, independent, and result driven with a desire and ability to learn
  • Bachelor's degree or equivalent work experience preferred
  • Why join FloQast? www.floqast.com

    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

    - Ranked 11th on the 2018 Best Places to Work by LA Business Journal 

    - FloQast ranked on The SaaS 1000