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Customer Success - Support Representative

The Why

As consumers, we have plenty of ways to talk online about the service we have received but we don’t have the same friction-free ways to engage in-the-moment with real people at the businesses we visit. Kipsu provides a new way for businesses and guests to engage through real-time digital channels, transforming what it feels like to give and receive great service.

The What

As a Customer Success Support Representative at Kipsu, you will be responsible for initial troubleshooting, assisting customer partners with configuration changes, and documenting feature requests via phone, email, live chat, and text. We’re a growing, dynamic team, so you’ll be expected to jump in and learn quickly. You’ll have to be remarkably organized, have a strong attention to detail, super (Minnesota) nice, and excited to make a real difference every day in a rapidly-changing business!

Your primary duties as a Customer Success - Support Representative will be:

  • Assisting customers both internally and externally with technical questions, troubleshooting, and configuration changes
  • Assessing questions and issues quickly to determine the appropriate response and level of support needed
  • Maintaining high customer satisfaction while resolving incoming support requests and assisting customers with product questions
  • Creating and maintain Knowledge Base Articles
  • Analyzing data and providing your insight to team members
  • Providing such great service that our clients recommend us to others in their industry
  • Working through multiple software platforms such as: Google Apps, Salesforce, Zendesk, RingCentral and GoToWebinar
  • Representing the voice of the customer internally by taking feedback from the frontlines and sharing it with other teams
  • Stepping into different roles when the time calls to help our team provide an extraordinary customer experience
  • Viewing every interaction with our customers as an opportunity for education and consultation

The Who

Requirements:

  • 1 - 3 years previous experience on a Customer Success team or other Customer Service team
  • Problem-solving skills
  • Excellent communication skills in both writing and speaking
  • A great attitude and a love for helping others succeed
  • Knowing how to utilize teammates and resources to find the best solution to any problem
  • Ability to multi-task and work independently under pressure without constant guidance
  • Consistently over-deliver on any promise we make to a customer
  • Cool and calm demeanor when customers are neither cool nor calm
  • Unyielding resilience, strong work-ethic, and an innate goal for personal success
  • Experience with Zendesk and Salesforce is a plus!
  • A demonstrated capacity to be a great teammate
  • Basic SQL, HTML, or Javascript knowledge and / or knowledge of ITIL or ITSM preferred
  • A Bachelor’s degree from a four year university preferred; 2-year degree plus equivalent experience will also be considered

You are:

  • A high energy, proven professional ready to come in every day and produce results
  • Knowledgeable and / or passionate about working in an early stage growth company
  • An innate problem-solver who loves days where you never know what will happen; you would be right at home working at the Apple Genius Bar
  • Looking for an opportunity to get your foot in the door and build upon your career
  • The kind of person who enjoys digging deep on a topic and getting to know an industry
  • More interested in building a company that will change the world and joining “a cause” rather than punching a clock
  • Willing to travel to train our customer partners
  • The kind of person who enjoys working hard and celebrating achievements

Kipsu offers top notch 24/7, 365 day support to our customer partners. This role may require occasional non-standard working hours including weekends and holidays.

Finally, ask us about our culture. We are looking for the best and brightest to join our team and we spend time thinking about our culture and how prospective team members would fit into this fast-paced environment.
Show us how you can help take us to the next level by sending your resume and cover letter - we can't wait to hear from you!

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