What are the responsibilities and job description for the Customer Support Representative position at Validity?
About the Role
As the Customer Support Representative, you will be responsible for providing a positive experience to requesters in need of help, ranging from administrative assistance to product concerns. You are excellent at communicating with people of all levels and backgrounds, can empathize with even the most unhappy customer, and enjoy the relentless pursuit of knowledge. We currently offer support via email-to-case, phone, and chat. So, you must be a flawless, speedy, and empathetic written communicator. This Support Tier I position will enable you to learn best practices in customer service, case management, product expertise, and industry knowledge with a growing global company. Validity’s strong commitment to customer success will provide you with a unique opportunity to become an integral part of Validity’s continued growth.
Position Duties and Responsibilities
- Triage Support inquiries and respond to incoming requests from customers, prospects, and colleagues through our support channels.
- Educate requesters about best practices and product questions by recommending Help Center content and/or providing status updates.
- Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request.
- Become an expert on how Validity products work to help requesters understand the features and benefits pertaining to their specific needs.
- Reproduce customer issues in a development environment to resolve basic troubleshooting issues.
- Complete preliminary troubleshooting steps in reviewing customer nuances to determine cause of results in the products.
- Understand what the requester needs and why they are asking, in order to troubleshoot before escalating to responsible internal parties.
- Analyze customer issues using proprietary tools, publicly accessible tools, and data provided by the customer to determine root cause.
- Consistently maintain excellent customer satisfaction ratings.
- Provide prompt and accurate feedback to requesters.
- Ensure the support SLA is met on all assigned Support cases.
- Prioritize and manage several open issues at one time.
- Create and/or maintain internal training documentation.
- Participate in holiday on-call rotation as required.
- Self-starting, intellectually curious, and creative individual comfortable operating in ambiguity.
- 2 years experience in a technical role.
- Experienced in providing SaaS support.
- Ability to work independently with little supervision and to seek assistance proactively to meet role-specific KPIs.
- Proven ability to work in a fast-paced, iterative department with rapidly changing conditions.
- Write and speak to customers in a clear, concise manner appropriate for the audience.
- Ability to learn quickly, both about businesses and technologies.
- One year of experience in answering support cases (i.e., Salesforce or Zendesk).
- Experience working in a customer service environment and/or email deliverability.
- Salesforce administration experience.
- Hands-on experience with Validity products.
Salary range $45,000 - $50,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
About Validity
For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.
Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.
Headquartered in Boston, Validity has offices in Tampa, Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.
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Validity is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment regardless of actual or perceived race, color, ancestry, national origin, citizenship, religion or creed, age, physical or mental disability, medical condition, AIDs/HIV status, genetic information, military and veteran status, sex, parental status (including pregnancy and pregnancy-related conditions, childbirth, post childbirth, nursing mother, parent of a young child and parent of a foster child), gender (including gender identity and expression), sexual orientation, marital status (including registered domestic partner status), or any other characteristic protected by applicable federal, state, or local law.
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Salary : $45,000 - $50,000
