Customer Support Specialist

PlanHub is the leading pre-construction SaaS platform and marketplace helping general contractors, subcontractors, and suppliers connect and grow their businesses. They are seeking a dynamic Customer Support Specialist to manage customer interactions, troubleshoot requests, and provide training on product functionality while maintaining high customer satisfaction scores.

Responsibilities

• Managing inbound customer calls, emails and chats and adhere to defined SLA standards
• Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing)
• Troubleshoot customer requests to validate and determine proper next steps
• Train customers on product functionality
• Facilitate and communicate known bugs with other team members
• Input, document and update support cases in CRM application and other internal applications
• Manage outbound customer follow-up activities for case closure
• Help grow and improve customer satisfaction scores
• Maintain inventory snacks and sodas, replenish and order, as needed
• Ensure delivered packages are properly distributed to the correct personnel
• Assist with office event set-up and break-down
• Stock & Clean refrigerator
• Assistance with cultural events, packaging, shipping, labeling and sorting

Skills

• 1+ years of SaaS based Customer Support
• Excellent oral and written communication skills
• Strong computer proficiency
• The ability to work independently and as a team member
• The ability to work well in an evolving and collaborative team environment
• Comfortable with repetitive and routine tasks
• HubSpot, Salesforce, CRM experience a plus
• Associates or Bachelors degree preferred

Benefits

• An excellent benefit package, including medical, dental, vision and life insurance.
• 401(k) plan with company match.

Company Overview