Customer Support Specialist Details

Customer Support Specialist

TRAACKR - New York, NY

Employment Type : Full-Time

Company Description

Traackr is a global technology company with offices in San Francisco, New York, Boston, Paris and London. Our influencer marketing platform enables brands to find, manage and analyze their influencer programs across all major social media channels. Our clients include L'Oréal, Samsung, Riot Games, Revlon and Google.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and lifting their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team!

Traackr is looking for Customer Support Specialists to join our Customer Success Team. The Customer Support Specialist will be responsible for supporting customers and their use of the Traackr application. We aim to deliver a best-in-class experience for every customer, at every touch point to ensure they can get the best value from the Traackr platform.

As a Traackr Customer Support Specialist, you’ll need to be comfortable interacting with users via online chat, email or video calls. You will know how to manage requests from Customers and identify the ways our technology or Customer Success teams can help them achieve their objectives. As the first line of support to users, you will play a critical role within our wider Customer Success and Account Management teams. Your insights into Customer demands and possible feature improvements will also give you the opportunity to play a key role in informing our product roadmap. This is a new role at Traackr ensuring you’ll also have a significant impact on the evolution of the Customer Support team.

Traackr also offers a self-service training platform for onboarding. We have developed extensive help content and a complete online training academy for our users. Our online support service enables users to access Traackr’s expert resources in case they have any specific questions or need guidance in their day-to-day use of the platform. The Customer Support Specialist will be able to assist in the creation and development of new resources including on-line help posts and training content.

A top-notch Customer Support Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

What you’ll do:

• Provide timely and efficient solutions to users through our support interface
• Support account administration and the set-up of customer accounts and projects
• Maintain a helpful and professional manner at all times
• Contribute to creating content for our help and online training tools
• Understand our product and services in enough detail to provide the most expert guidance to users
• Liaise with internal teams (data, engineering) to escalate and resolve customer issues
• Partner with Customer Success Managers and the Operations team to adapt our service level to reflect our company strategy
• Identify common problems, obtain and share customer feedback so that the product can be improved; your own contributions and suggestions will be important
• Establish, measure and monitor customer support KPIs and metrics to track team goals and drive operational efficiency
• Partner with the CS Operations Lead to improve current support processes

The ideal candidate for this role:

• This role is a unique opportunity for a new graduate; Bachelor degree in marketing or business preferred
• Fluent in English and Spanish. Other languages, with emphasis on French, a plus
• Demonstrated experience in customer service and is passionate about the customer experience
• Previous experience working in the SaaS, Marketing, Communications, or Client Services is welcome
• Good analytical skills and the ability to work with data
• Excellent written and verbal communication skills both internally and externally across multiple geographies. Ability to understand your audience and adjust communication style accordingly.
• A deep passion for technology and enjoy getting into the weeds of products
• Ability to make complex topics simple to understand
• A fast learner who is detail-oriented and self-motivated
• Collaborative and team-oriented mindset
• Self-starter who loves to seek out problems and solve them
• Added benefit for previous customer service, sales, or retail restaurant experience

All your information will be kept confidential according to EEO guidelines.