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Position Type: Non-exempt, Full-time, HourlyHours: Monday through Friday, and occasional on-call weekend hours (on rotation with other team members) with flexibility to occasionally work additional hours as needed or to accommodate fellow team members' PTO/Sick Leave. Pay Rate: $18-20, Depending on experienceLocation: RemoteReports to: VP of Client Services Who we areHiringThing is online software that helps companies post jobs online, manage applicants and hire great employees. We were founded in 2012 with the mission to deliver intuitive, easy-to-use recruiting software across multiple sales channels and product types. We are a fully remote, distributed team, and have been remote since the inception of our company. HiringThing operates in a flexible startup environment where employees can be hands-on in helping build a new company. This is a remote position, so team members will thrive in a work-from-home (or anywhere) environment. Our team stays connected through daily communication and regular video calls.SummaryHiringThing is seeking a full-time, remote Customer Success and Implementation Specialist with a technical background to provide support, client demos, training and other client services to our customers in accordance with our philosophy and guidelines. Our support philosophy is encapsulated by our tag line Support Beyond Compare™. To expand on this, we aim to consistently deliver friendly, effective, knowledgeable, and timely support to our clients. We strive to provide a solution that results in Hiring Happiness™ the first time around. Technical skills required include an understanding of operating systems, relevant software, problem-solving skills and a focus on quality.You will have internal and external resources at your fingertips to help you answer customer inquiries and solve issues knowledgeably. While our mascot is a robot, we are strongly opposed to the type of robo-support some companies employ that crafts an impersonal and suboptimal customer experience. So, what we won’t do is make you follow a script or dictate exactly how each customer inquiry is to be handled. Use our guidelines and your own discernment in answering customer inquiries, keeping our philosophy first and foremost in your actions.ResponsibilitiesBelow is a list of core, initial responsibilities associated with this position. This list is subject to expansion based on the Customer Support Representative's interest, aptitudes and performance. We support each employee's growth in their individual role and help each person maximize their fulfillment in their role.Act in a consultative and advisory role with our customers, developing an understanding of their needs and helping them identify ways to be successful in utilizing our ATS software to achieve their strategic objectivesGuide clients through implementation process from the opening demo to the launch of the active accountDevelop and maintain collaborative working relationships with customers with a goal of adding value to their experience with our company and maximizing customer retentionIdentify opportunities to up-sell existing customers to higher plan levels and/or professional servicesEffectively manage multiple concurrent software platform Client trainings and demos across multiple brandsEffectively manage and respond to high volumes of support phone calls, tickets, and/or chats submitted via email or through our support portalProvide consistently friendly, helpful, knowledgeable, and timely customer support to our clients, striving to provide the correct solution the first time aroundBuild relationships with clients through open and honest communicationHandle complaints effectively, provide appropriate solutions and alternatives within our response time commitments and follow up to ensure resolutionKeep accurate records of customer support interactions using defined methods and toolsCommunicate with clients and prospects using the correct branding (we offer our software under multiple brand names)Review/verify new subscription accounts as legitimate employersProcess manual paid job postingsReview job postings submitted for organic job board visibilityParticipate in weekly team meetingsFollow communication procedures, guidelines and policiesActively use each customer interaction as an opportunity to deliver Hiring Happiness™Actively add content and solutions to internal knowledge-baseContribute articles to our client-facing support knowledge-baseRequirementsDemonstrated ability to quickly understand and use complex software applications; experience in recruiting or human resources software is a plusDemonstrated project management skills including: leadership, communication, time management, organization and customer managementDemonstrated ability to demo software platforms to clientsDemonstrated ability to train others on new software Effective interpersonal skills to work as a team member and as a liaison with customers/partnersDemonstrated excellent verbal and written communication skillsStrong attention to detailYou have excellent communication and active listening skillsYou excel in your attention to detailYou quickly learn new softwareFlexibility and adaptability are your middle nameYou know how to prioritize, manage time effectively and follow through on tasks/responsibilitiesWorking independently and problem solving fit in your back pocketYou have proven strong customer support experienceFamiliarity with HTML and CSS stylesheets is a plusYou are familiar with both Windows and Mac OS based operating systemsYour knowledge of all major web browsers (Chrome, Firefox, IE, Edge, Safari) is proficientAPI integration knowledge is a plusWho You AreYou are comfortable with technologySelf-motivation is your strengthYou are passionate about providing solutions-focused supportBenefits$100/month telecom reimbursementUp to $50/month fitness reimbursement401(k) Plan with Roth and Standard optionsAbility to work remotelyOpportunity to have impact in a hands-on manner to the growth and direction of the CompanyPaid time off: starting at 3 weeks per year8 paid holidaysOpportunity for professional developmentComprehensive benefits offered to eligible employeesParticipation in employee stock option planApplicants will be asked to complete a brief assessment as part of the application process. This will take approximately 20 minutes and cannot be re-entered once you exit the process. Please allow enough time to complete the assessment. Thank you.Please apply online with HiringThing at: https://careers.hiringthing.com/job/221646/customer-success-and-implementation-specialist-remote?s=cl
Vacancy expired!