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The Customer Support Specialist will help software users solve technical issues and answer questions through email, phone, screen share calls, and live in-app chat support. You will be the initial point of contact for all support tickets and be responsible for sending an initial response within one hour of receipt. You will be responsible for managing and responding to in-app chat support during normal business hours. You will support building and improving knowledge base articles to enable users to solve issues on their own. In addition to supporting users, you will with the Client Service team to continually evolve and improve the customer experience.
Responsibilities
- Gain and maintain expert-level technical knowledge about the LumenAd media management software.
- Manage customer service software (Help Scout) & associated process flows to ensure the information is funneled to the right parties quickly.
- Provide technical support via email, chat, and telephone for LumenAd employees and customers.
- Work as a platform expert able to independently troubleshoot & resolve all problems not requiring code changes.
- Minimize customer service calls by providing exceptional customer support via email and chat
- Treat each support ticket as an opportunity to resolve that problem forever.
- Respond to created tickets within one hour.
- Manage customer support tickets from creation to close.
- Respond to user chats within one minute of receipt with a goal of instant response.
- Help users properly and efficiently diagnose issues, solve problems, and learn how to avoid/solve the issue again in the future.
- Support bug tracking report process so issues can be addressed by appropriate teams.
- Work non-standard hours to solve issues as needed.
- Provide proactive communication and follow-ups to users throughout the support cycle.
- Efficiently and properly diagnose issues and implement solutions rapidly.
- Escalate critical issues to the appropriate team or management as/if needed.
- Learn from user interactions to help innovate the customer experience.
- Support product content specialists with documentation as needed.
- Work with the implementation team to build and support on-boarding processes and documentation.
- Communicate user challenges and software updates across multiple teams.
- Assist with quality assurance testing for all software features as needed.
- Assist with quality assurance in maintaining all help files and documentation as needed.
- And other duties as needed to evolve this position.
Qualifications
- Ability to provide empathetic customer support to placate and please users.
- Proactive, creative problem-solver with keen attention to detail.
- Skilled communicator, both written and verbal.
- Willingness to go above and beyond for customers.
- Tech-savvy with the ability to quickly master new systems and software.
- Alignment with LumenAds Core Values:
Be inclusive
Challenge yourself and others
Be radically transparent
Iterate to success, fast
Location
Missoula, MT or Bozeman, MT
To Apply:
Please submit resume and cover letter here: https://lumenad.bamboohr.com/jobs/view.php?id=118
About LumenAd
LumenAd is an enterprise advertising management solution that measures the return on ad spend of every investment across the digital ecosystem. Built within a proven framework for unifying programmatic, direct, search and social data, LumenAd centralizes every ad buy into one intuitive hub. Marketers can architect campaigns, connect to any data source, monitor performance in real-time and quickly craft insightful reports.
