• Customer Support Specialist

    Job Locations US-WA-Vancouver
    # of Openings
    Learning & Support
  • Overview

    DiscoverOrg is looking for an experienced, results oriented Customer Support Specialist who excels at communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer defined goals.


    Here's what a typical day will look like as the Customer Support Specialist:

    • Support the Onboarding and Account Management teams by providing customer education, training and issue resolution
    • Document best practices and other useful information to better enable our customers through our online support tools
    • Identify renewal risks and upsell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal
    • Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services
    • Learn third-party products and their integrations to educate and guide customers on usage and product adoption
    • Provide Tier 1 and 2 support to customers
    • Provide triage and escalation management to engineering teams for issues that can’t be resolved by tier 1 or 2


    You're likely a great fit for this opportunity if you have:

    • 2+ years of customer success experience in SaaS organization
    • Basic understanding of how SaaS integrations work
    • Excellent customer service skills the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
    • Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers
    • A strong sense of urgency
    • Ability to empower end-users to support themselves using our online training resources
    • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
    • Highly organized and ability to manage multiple projects and priorities
    • Experience with any of the following a plus: Process Improvement, Analyzing Information, Developing Standards, Help Desk, Service Excellence, Sales and Marketing Processes
    • Experience with CRMs such as Marketo, Salesforce.com, Desk.com a plus
    • A desire and aptitude to learn, master and teach
    • A team player and always looking to improve the department/company
    • A positive attitude
    • Awesome sense of humor


    We offer an attractive benefits plan with health benefits that include three medical coverage options, vision and dental coverage – HSA, FSA, 401(k) with employer match, paid parental leave, paid time off, paid sick leave, short-term and long-term disability, life insurance, and AD&D insurance.




    Why You Should Join DiscoverOrg:


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