Customer Support Specialist – SaaS Configuration

Benchmark Analytics
Published
October 6, 2021
Location
Chicago, IL
Category
Job Type

Description

This is a Remote or Hybrid Remote Opportunity

The Benchmark Configuration Support Specialist is a deeply consultative team player with experience supporting enterprise SaaS software. Use your knowledge to perform post-sales Tier 1 customer support via phone and email, and software configuration using our set up engines. Be a strong communicator and problem solver as you deploy solutions to our law enforcement customers. This position includes scheduled, rotation of weekend support. It is not a call center.

Configuration Support Specialists have the opportunity for advancement and growth via multiple pathways based on performance and growth.

Responsibilities:

  • Interact with customers with clear, polished communication, ensuring best-in-class service and complete customer satisfaction.
  • Perform Tier 1 customer support via phone and email, including ability to assess issues with configurations in real time if applicable. This includes scheduled weekend support.
  • Perform light technical support and software configurations through our customer set up configuration engines.
  • Ensure customer success and satisfaction in a friendly and courteous manner.
  • Maintain customer records by updating company-defined systems (e.g. Saleforce, Jira, Confluence).

Job Requirements:

  • 1-3 years’ experience in a customer-facing software support role on an enterprise SaaS platform.
  • Software configuration skills, a plus.
  • You are a “can do” high-energy person who can remain positive and optimistic under stress.
  • You work well in a fast-paced environment.
  • Practical problem solving and conflict resolution skills, with an ability to think outside the box.
  • Excellent oral and written communication skills.
  • Strong logical, analytical, and reasoning abilities. Extremely detail oriented.
  • Familiarity with Salesforce, Confluence, JIRA a plus.
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