As part of our Community team, a Customer Support Specialist is the face of the company, embodying our core commitment to outstanding customer service. Duties include answering all inquiries from customers (via LibAnswers tickets or phone), escalating appropriately to Tier 2 support or Product Managers, and maintaining comprehensive and up-to-date knowledge of Springshare products and policies. Support Specialists also work with the Customer Support Manager and the rest of the team to communicate all trends and issues regarding current support conditions.
Strong communication and investigation skills.
A healthy dose of curiosity.
Ability to understand our technology/software, learn quickly, and self-manage / learn on your own.
Knowledge of HTML and CSS.
Excellent organization and multi-tasking skills (like, really, really excellent!).
A sense of humor is a must!
Ability to work with and as part of a remote, distributed team.
Previous Admin level experience with our products strongly preferred.