Job description

Reports to: Vice President of Customer Success

Sospes is seeking a Customer Support Specialist who is energetic, creative and looking for a company with whom they can grow and make an impact on the lives of others. The ideal candidate will be comfortable using and teaching technology to others; will have great communication skills; will have great problem-solving skills; will be able to create training and user-oriented materials; and be excited to be part of a team of like-minded professionals.

About the role:
This role will be responsible for maintaining and growing our customer relationships. Tasks include: assisting in bringing customers online; responding to customer questions and requests for help; troubleshooting customer usage and data issues; monitoring customer usage; and training / coaching to maximize the value our customers receive from our product. This role will be involved with creating and maintaining the overall customer support process at Sospes.

Objectives of this Role:

• Foster customer relationships by becoming their trusted advisor. Examples of which include: managing onboarding, resolving requests, system training / coaching, and ensuring high levels of customer satisfaction and retention
• Communicate effectively with customers to understand their needs and maximize customer retention
• Respond to multiple requests per day to assist and/or troubleshoot customer inquiries and build customer loyalty. Requests include HubSpot tickets, phone calls, and emails
• Utilize active listening skills to address concerns and implement resolutions that will exceed expectations
• Handle complex customer service support issues and calmly deescalate situations and know when to notify the appropriate teams if required
• Maintain customer satisfaction and accurate customer support documentation records
• Provide friendly, prompt, professional and accurate service to all customers and co-workers
• Create and update customer support articles on our knowledge base
• Participate in creating and constantly improving the customer support process and workflow
• Perform administrative support functions as needed
• Be a product expert on Sospes software
• Represent Sospes in a professional manner

Required skills and qualifications:

• Customer service skills with professional, customer-focused telephone etiquette
• Data entry experience and strong documentation skills
• Highly organized and strong project manager
• Self-motivated, problem solving and solution focused
• Active team player, self-starter and multitasker who can quickly adjust priorities
• High computer/software literacy and ability to learn technologies
• Strong writing and content creating abilities (can create useful and good-looking articles about our products.)
• Experience using excel for data collection and management
• Excellent communication and interpersonal skills
• Must be a team player and possess an upbeat, positive attitude to complement our team environment and culture

Desirable skills and qualifications:

• Software support experience
• Experience with workplace safety, OSHA, MSHA or other high-risk industries.
• At least 2-years of client-facing experience (Sales, Customer Support, Customer Service, Customer Success, Marketing, etc.)
• Canva or Adobe Suite experience (or similar)

About Sospes

Sospes creates easy-to-use, cloud-based software that empowers workers to create safer and more productive workplaces while complying with safety and environmental regulations. Our award-winning mobile app and web platform enhances worker safety programs and improves operations while developing comprehensive analytics for better decisions. Our team is customer success-obsessed and driven by a passion for continuous improvement and a curiosity of the world around them. We support each other, celebrating our wins and strive for continuous improvement, as a team. If this sounds exciting to you, let’s talk about joining our team and growing together!

Job Type: Full-time

Pay: $13.98 - $23.98 per hour

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Denver, CO 80202

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