Customer Success Representative – Technical Specialist
At Proposify, we’re revolutionizing the way businesses create and manage proposals. Our innovative platform streamlines the proposal process, helping teams craft compelling, professional proposals that close deals faster and with greater success. We pride ourselves on fostering a dynamic, inclusive, and collaborative work environment where creativity and innovation thrive. As we continue to grow and enhance our offerings, we are looking for talented individuals who are passionate about technology and driven by the challenge of making complex processes simple and efficient. Join us and be a part of shaping the future of proposal management!
About the Role
A Customer Success Representative -Technical Specialist supports customer relationships by deep diving into the technical issues they may face regarding the app and our integrations. Reporting to the CSR Manager – Technical Specialist, your job will be to work with customers to ensure they are fully integrated/utilizing the services they receive. Through feature requests, you will identify where we can improve the product. Being the in-house technical guru, you will be responsible for internal support to other departments.
What You’ll Do And Love Doing
- Providing excellent customer support: Understand how to efficiently respond to customers via email, chat, and phone/screen share, to maintain a high customer retention rate and high customer satisfaction levels.
- Technical proficiency including understanding how software and browsers work.
- Support of Zendesk Admin, Guide, Reporting & Proposibot (Answerbot).
- A deep understanding of the integrations Proposify offers to assist in onboarding requirements.
- Investigate and resolve compatibility issues between our app and various integrations, including Salesforce, HubSpot, and Zapier, ensuring seamless functionality.
- Troubleshoot and resolve user problems and technical issues promptly and effectively, escalating complex issues as necessary.
- Documenting customer interactions: Report to Bug and Product squads on common bugs, UX questions, and requests.
- Managing bug tickets and customer resolution responses
- Communicate with Sales / CSMs for potential upgrade opportunities with new and current customers.
- Documenting internal/external processes for staff and customers.
- Support for Sales/CSM including Salesforce installation and support.
- Regularly run customer satisfaction surveys and gather feedback to continually improve the quality of our support services.
- Educate users on product features, best practices, and industry-specific use cases.
- Stay up-to-date with product updates and industry trends to provide informed and relevant support.
- Be a product expert: Offer internal support to other departments.
What We’ll Love About You
- Recent experience in a similar role;
- In-depth knowledge of software and browser functionalities to effectively address technical issues;
- You’re naturally curious, with a passion to solve complex problems;
- Familiarity in ticketing systems, such as Zendesk;
- Experience in troubleshooting technical challenges related to system integrations;
- A proactive approach to identifying and resolving issues, ensuring optimal functionality across various CRM’s;
- Love talking with people;
- Clear and concise communicator in both verbal and written mediums;
- A deep empathy for customers experiencing problems, and the ability to respond with a human first approach;
- Experience working in a startup or tech company would be an asset.