Incision Network

As a Customer Success Specialist at Incision Network, you'll be a valuable resource in assisting our customers and our engineers! We're looking for new team members who are self-starters and can clearly communicate in a professional, energetic, and friendly manner with amazing English skills!

You should be comfortable communicating over a variety of tools such as email, video chat, and phone as well as de-escalating situations between developers and customers.

Our Client Success Specialist works with our customers to ensure they're receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions, onboarding new users after purchase, creating support tickets or checking the status of pending tickets, and routing/scheduling technicians for service calls.

CSSs have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and technical support teams.

From pre-sales to post-purchase, CSSs complete a variety of tasks and create a mutually-beneficial relationship with our customers.

Duties Include but not limited to:
• Offering timely support to all customers and engineers/field technicians for any incoming inquiries or issues
• Assist in de-escalating and mediating issues between engineers, field technicians and clients
• Periodically reviewing all active requests
• Creating and updating documentation around customer service issues and knowledge base entries
• Customer service call / meeting follow ups and confirmations
• Customer account balance follow ups and payment processing

Pay:

$15-$20 an hour -- Minimum of 20 hours a week

Requirements:
• 1-3 Years minimum of relevant experience
• Flexibility to cover weekday and weekend shifts
• Ability to self-direct and self-manage in a fast paced environment
• Excellent English, verbal, and written communication skills

Nice to haves:
• Experience with RepairShopr, QuickBooks Online
• Experience with CRMs
• Technology/customer service background preferred
• As is an eagerness to learn and adapt to change!
• Bilingual in Spanish & English

Equipment needed while working remotely:
• PC or Mac with Chrome
• Regular access to high speed internet
• Smart phone/device
• Headphones

All other equipment will be provided during the days working at the office.

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