Customer Success Specialist


Keen.io


Location: San Antonio, TX, USA (with no remote options for this role at this time)
 
Keen.io, a Scaleworks portfolio business, is seeking a Customer Support Specialist to liaise with our customers and provide exceptional product support via phone, in-app live chat, and help desk tickets.
 
About Us

  • We want to grow our business and value aptitude and attitude over experience
  • We need insanely smart, curious and motivated people that want a crash course in business-building to accelerate their careers
  • Collaborative environment with all of Scaleworks’ businesses in the same building so you can collaborate with your peers in other companies
  • Competitive benefits

Downtown office in San Antonio, right above the River Walk, with local coffee and snacks
 
About the position
 
We're looking for someone who shares our passion for our product and who will find ways to help our customers succeed. We want to find someone whose communication skills and whose empathy in interacting with our customers is high. Your enthusiasm for solving problems and helping others should shine through in all of your verbal and written interactions.
 
Your responsibilities will include:
 
  • Ability to work a 1st Shift schedule (8AM - 5PM) in San Antonio, TX
  • Answering incoming Support Tickets
  • Routing tickets to other departments as necessary
  • Assisting customers and prospects with Level 1 Support questions: phone, help desk tickets, and in-app live chat
  • Escalating issues to Tier 2 Technical Support and Customer Success teams as necessary
  • Identifying and recording feature requests
 
 
Required skills and experience:
 
  • College graduate or comparable work experience
  • Excellent written and verbal communication skills
  • Exceptional customer service orientation
  • Attention to detail
  • Highly self-motivated
  • Positive, Can-Do Attitude
 
Desired skills and experience:
 
  • Excel knowledge is a big plus!

 
Benefits/Perks: 
• Company paid health, dental and vision insurance (including Fetchmd.com) 
• Start-up environment with a proven playbook 
• Fun work environment - impactful 
• Local Discounts (restaurants and retailers) 
• Open PTO Policy
 
*No visa sponsorship is available for this position*
 
We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.


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