Customer Support Success Lead (Saas Experience)

Who We're Looking For

Desired Education

• Bachelor’s degree is preferred.
• Pre-employment testing is required.

General Knowledge

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Comfortable with both object-oriented and procedural programming methodologies

Qualities

• Likes to get things done, highly efficient
• Commitment to delivering high-quality communication, and bug fixes to users
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality, highly empathetic to users
• Obsesses over details
• Enjoys writing processes and making technical concepts more consumable for their audience
• Ability to understand prioritization/urgency level

What You'll Do

• Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
• Test site bugs yourself and confirm if you’re able to replicate
• Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
• Update application documentation, processes and standard operating procedures
• Publish in-app guides/documentation answering frequently asked questions
• Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
• Manually test new features and bug fixes
• Clearly communicate when Requests need edits or additional information
• Report on weekly KPIs: ie. tickets received, tickets completed, etc.
• Report on guides/help docs analytics / usage 

Working Hours

We're currently looking for team members that are able to overlap hours with our office on the East Coast (click the link to view our current time from Monday to Friday (40 hours per week).

Asia (Philippines / Indonesia)

This position requires a minimum 4-hour overlap from 8:00 AM EST - 12:00 PM EST Monday - Friday. The other 4 hours per day can be worked anytime. The 40 hours of work doesn’t include any lunch or breaks. 

Africa / Europe (Ghana, UK, Ireland, Kenya, etc)

This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

*** This excludes South Africa. South Africa has additional hours options.

North America & South America

This position requires overlapping hours from 8:00 AM EST - 4:30 PM EST Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

Who We're Looking For

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*You don't need to apply more than once even if you're interested in multiple positions - you can simply let us know! We consider all open roles when reviewing resumes and applications!

WebFX is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+ and other underrepresented groups are supported, respected, and encouraged to excel within STEM careers. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here!