Position
Customer Support Specialist
Description

The Customer Support Specialist is a vital member of our Customer Success Team and will drive customer engagement and adoption by identifying customer needs and helping customers use specific features, prioritizing activities and outreach based on account health and operational data and is the first responder to incoming customer requests for support.

We are looking for a recent college graduate to join our start-up firm and the growing customer success department.  If you are motivated by independence, learning, ability to influence and having an impact while just launching your career, the Customer Support Specialist role might be for you:

Responsibilities

A DAY IN THE LIFE…

·        Respond to customer queries via email, phone and chat

·        Identify customer needs and help customers use specific features and new enhancements

·        Monitor and report on customer engagement and adoption of the platform

·        Provide support to Key Account Managers / Customer Success Manager on usage reports and health scores

·        Investigate any technical issues encountered by clients and manage support tickets with the product team

·        Analyze and report product bugs (trying to recreate the issue that the customer experienced and work with Development Team to find a resolution)

·        Share feature requests with team members and update our internal database with relevant customer feedback and useful discussions with customers to influence our product roadmap

·        Educate customers on new features and functionalities

·        Support Onboarding & Training Specialist on new client launches and document learnings

·        Constantly seeking to delight our users through effective communication and resolutions

·        Day-to-day point of contact for customers throughout the entire customer life cycle (new customer, adoption, proficiency, expansion, renewal)

·        Help specify, outline and advocate for product improvements based on customer feedback

·        Monitor the adoption rates of assigned accounts; help align customer use case with their business objective

·        Contribute to training and support center materials; including enhancement announcements, articles, webinars and manuals

Qualifications

KEY COMPETENCIES

·        Desire to be the subject matter expert on our proprietary platform

·        Quick thinker who can prioritize responsibilities in a professional and positive manner

·        Natural tendency to problem solve and “no mountain is too high” with desire to delight our customers, every day

·        Passion for change: we’re a fast-growing company with new customers, opportunities and use cases every day

·        Resourceful with the initiative to seek information in an effort to fill any gaps in support of daily responsibilities

·        Excellent communicator with strong listening and writing skills

·        Self-accountable, reliable, personable, team player with a winning attitude

·        Passion about building something and ability to take on new challenges

·        Patience when handling tough customer situations

·        Loves to play in new technology and not afraid to leverage your technical strength

·        Recent Bachelor’s degree (4-year degree)

·        Familiarity with Meetings, Events & Travel industry is a plus

What We Bring to the Table

·        Meaningful work on world class and industry changing products

·        Not one boring day!

·        Amazing culture and coworkers

·        Career advancement opportunities:  Customer Success Manager (manages a smaller book of business), Key Account Management (strategic book of business), New Sales (hunter of net new customers), Product Management (go inside to impact the platform) and roles that we haven’t even identified yet

·        Flexible vacation policy

·        Ability to blend in-office and work from home days

·        Discretionary education reimbursement

·        Casual dress work environment

 

ABOUT GROUPIZE

Groupize is revolutionizing event and meetings technology with innovative, self-service solutions that reduce the complexity of managing and measuring simple meetings for corporations, travel management companies, universities, sport organizations and lifestyle brands.  Our headquarters is at Cummings Center in Beverly, MA steps from the commuter rail.  This is the ideal position for motivated, proactive and technologically savvy individuals wanting to grow with an award-winning innovative company in the world’s largest industry.

Apply now

Position: Customer Support Specialist

Employment Type
Full-Time
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