About Our Client:
Our client is NOT your typical software company. They’re leading the digital transformation movement in IoT-related industries with an easy-to-use mapping platform used by thousands. An award-winning Austin “A-List” company, our client provides a Business to Business (B2B) Software-as-a-Service (SaaS) solution to professionals in the Physical Security, IoT, Audio-Visual, and Smart Building industries.
Poised for rapid growth in 2025 and beyond, they need dedicated and ambitious team players with a self-starter attitude and willingness to develop and grow. As an instrumental team member, you’ll have access to the best software tools for providing customer success and a great team to grow with and have fun!
Summary
Our growing client needs an innovative, versatile, and proactive Customer Support Specialist to support routine customer activity and daily back-office operations. In this role, you are a problem solver who will engage with potential, new, and existing users of our client’s platform to provide daily support and troubleshoot issues to ensure customers discover all the benefits of the platform.
This role reports to the Customer Support Team Lead and Director of Operations. The Customer Support Specialist has extensive interaction with Engineering and Product Development teams to help deliver even more value to clients.
Essential Duties and Responsibilities:
Engage with customers to resolve support issues.
Receive customer support calls for routine support requests.
Provide support to accounting services related to expenses, receipts, bills, and other matters.
Assist with content and communications related to marketing resources, sales activities, platform changes, updates, issues, or maintenance.
Engage with Product & Engineering teams on product issues and fixes.
Monitor the Support inbox and follow up with outstanding customer issues.
Related Work Experience:
3–5 years’ experience in the physical security industry or related SaaS company.
3+ years’ experience with customer and vendor-facing activities, working in support of teams with diverse support needs.
Formal Education or Equivalent:
Associate degree or higher required (B.A. or B.S. preferred),
or 5 years of experience in a role with similar responsibilities and scope.
Work Environment:
Our client is a virtual company with HQ in Austin, Texas.
Team members work virtually with regular lunches and in-person team meetings.
A laptop and technology tools will be provided.
Requires access to a professional location for virtual work.
Wi-Fi and video conferencing–friendly setup is necessary.
Compensation:
The Customer Support Specialist role is full-time with salary compensation commensurate with experience. Estimated 40 hours per week.