Client Support Specialist Job in Pathfactory

We are looking for someone to join our Customer Experience team in a position that is dedicated to helping our customers work through any challenges they encounter as they adopt our software.

The successful Support Specialist will have proven experience providing technical support to end-users. You are deeply curious and passionate about helping customers (both internal and external). You will join a small but dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS, and JavaScript.

Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution. As our support team grows, we ll look to you to create repeatable processes that are efficient internally for PathFactory while also being smooth and delightful for our customers.

Here's what we are looking for:

On the skills and experience front:

• You are someone who people get excited to work with. You are not afraid to take ownership of issues/tasks because you recognize how important that is for a well-functioning team
• You have excellent written and verbal communication skills
• You have the aptitude and capacity to learn new skills. You're not afraid to log in to a new software application and use it or Google new concepts you did not know before
• You are organized and can juggle competing priorities with grace
• You are a self-starter who is also an excellent team player
• You can prioritize tasks and work independently with minimal supervision
• You are able to empathize with customers in a genuine way that lets them know you care about their issues
• You enjoy dealing with technical issues and have an ability to explain them in simple terms
• You have a natural ability to zoom-out of a problem, in order to ask the right question
• You feel comfortable with Jira, Intercom, and Salesforce.com
• 1+ years experience in support, call centre, or customer service role

Nice to Have:

• A background in supporting Eloqua, Marketo, or Pardot as a Support Analyst or Marketing professional is an advantage
• You have experience in a client-facing support role in a tech/SaaS environment
• Knowledge of CSS/HTML/Javascript

Location:

This is a remote role in India preferably in Bangalore, Delhi, orHyderabad.This job requires flexible work hours, in shifts, between the hours of 9 am - 10 pm EST.