Customer Support Expert

hace 2 semanas


Medellín, Antioquia, Colombia Recurly, Inc. A tiempo completo

About Recurly Inc.:
As a SaaS company, we provide a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Our clients such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on us to harness the power of the subscription model and drive recurring revenue growth. Since our launch in 2009, we have deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue. We are backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. This partnership offers us access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

Job Description:

We are looking for an experienced Customer Support Specialist to join our Technical Support team at Recurly Inc. Our goal is to provide fast, efficient, and friendly service to our customers. The Technical Support team is an integral part of our business, and we want to grow our organization with dedicated individuals. As part of an advanced and collaborative technical support team, the agent will manage incoming tickets, phone calls, and chats. This role will support the business by answering customer questions relating to our application and any aspects relating to troubleshooting issues, perform server Graylog and Postman queries, and make solution recommendations.

Key Responsibilities:
  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
  • A desire to continuously learn and ramp-up on new Recurly applications
  • Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
  • Escalate customer inquiries to other teams as needed
  • Communicate up and down with the Technical Support and Product departments for trends and issues
  • Proactively surface new ideas to improve support processes
  • Learn and specialize in a segmented area of the Recurly product; know all the details of that product area and manage projects around that area
Requirements:

To be successful in this role, you must possess the following skills and qualifications:

  • Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Previous technical support experience
  • Exposure to creating/using Graylog queries is a definite asset
  • Excellent communication and relationship-building skills; must be open to input from other team members and departments
  • Passion for helping others
  • Successful track record working in a high-volume environment


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