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Client Support Specialist

Backbone

This is a Contract position in Boulder, CO posted March 30, 2021.

Backbone is a digital workspace for designers and product creators. Our Mission is to build a world-class platform to power the world’s direct to consumer economy, helping small and medium-size companies build their products faster, smarter and at scale. We have a fun and fast-growing team based out of Boulder, CO and are looking for experienced team members to join in our growth.As a Customer Support Specialist, you will be on the frontlines working with our clients who are using Backbone to develop their Products.  Whether it be how to use a certain feature, an issue in the system, a roadblock they are facing with their workflow, or just general support – we need to deliver the best experience possible through solutions, problem-solving and thorough knowledge of best practices and The Backbone Way. Our clients are on tight deadlines and need solutions that enable them to work smarter and faster. They look to Backbone to solve these challenges, and it’s our mission to deliver best in class support.Backbone has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. We have a fun and fast-growing team based out of Boulder, CO, and are looking for energetic and experienced team members to help us grow. We hope you’ll join us!You Are:A tech savvy, self starter, eager to learnA scrappy, tirelessly optimistic hustlerCustomer facing but also back end intelligence mindedDeeply passionate about customer support and customer successConsistently flexible and adaptable in your day-to-day: picking up the phone to speak with customers, contacting end users, scheduling executive briefings or manipulating data to tell a storyAble to maintain composure and calm in stressful situations, both written and verbal, with colleagues and customersConfident in building trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the softwareEager to find ways to make processes more efficientWhat You’ll Do:Effectively manage and resolve issues through email, Zoom and chat (coming soon) in a high volume capacity while focusing on a high quality customer experienceBecome a Backbone product expert to diagnose software issues, engaging with our product and engineering teams to solve more complex product issuesCollaborate with Account Executives or Client Success Managers to identify opportunities for existing customers to use more servicesProvide support & guidance to users across our client base that use the Backbone softwareHelp customers navigate a variety of tools & features within BackboneCreate and update knowledge base and learning materials to share with our customersCommunicate thoughtful, customized solutions that help customers move forward and grow their businessShow composure, resilience, and flexibility as customer needs evolve and case volume changes Organize and assist in conducting Live Webinar Events Support CSMs throughout client trainings to discover and understand clients’ needs, help drive adoption and ensure their desired outcome is metWork cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in our processesIdentify common customer challenges and actively suggest better solutionsBe available on a rotating basis for on-call for system emergenciesTroubleshoot customer issues pertaining to platform usage and configurationUnderstand and identify customer pain points and help drive the escalations process by coordinating between the product and engineering teamEmpathize with every aspect of the customer experience, putting customers’ needs first ABA – ​Always be Advocating! ​Prioritizing clients’ needs and advocating on their behalf Qualifications:3+ years of experience in a customer service or support roleExperience working with tools such as Help Scout, Zendesk, Jira, Catalyst, Salesforce, Slack Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoptionExperience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients)Strong interpersonal skills and experience building strong internal and external relationshipsConsistent track record of highly-professional customer service in a fast paced, dynamic environmentEffective oral, presentation, and written communication skills with constant attention to detailDiplomacy, tact, and poise under pressure when working through customer issuesBachelor’s DegreeOTHER DETAILSLocated in Downtown Boulder, CO – Will consider remote applicants but local to CO and/or willingness to relocate is a plusFull Time, with work-life balance – flex wfh days Compensation package commensurate with experience and expertiseBenefits and opportunities:Insurance (medical/dental/vision)Unlimited PTOWellness reimbursementTransit benefits