ServiceTrade, Inc.
Customer Support Specialist - SaaS
ServiceTrade, Inc., Baltimore, Maryland, United States,
A little bit about us:ServiceTrade, a leading SaaS based solution, is seeking an extraordinary individual to become a top player within our dynamic organization. As a Manager, Customer Support in the fire protection & life safety and mechanical industries, you will be at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking Leadership Team to spearhead impactful, transformative solutions, specifically around providing satisfactory resolutions to our customers as the first point of contact.
What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.
A little bit about you:This is not your average Customer Support role; it's an opportunity for strategic thinkers and creative resolution finders to deliver the highest level of customer satisfaction to the people that depend on our software every day. You will become an expert on our products, find the best way to fix problems, and come up with real improvement ideas.
The work involves technical issues where your contributions could help resolve critical problems and improve systems. Strong expertise in ticketing systems, technologies, and troubleshooting software skills will be needed to achieve your goals in this challenging opportunity. This is for you if you love diagnosing issues, have a strong work ethic for seeing cases through to resolution, and can provide excellent customer service.
You’ll be responsible for:
Attracting potential customers by answering product and service questions
Setting up customer accounts:
Entering account information
Assisting with initial customer data entry
Providing application walkthrough
Providing basic tutorials
Resolving product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintaining the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
Recommending potential products or services to management by collecting customer information and analyzing customer needs
Assisting in documenting support issues and creating application usage guides
You’ll need:
1-3 years experience in SaaS based technical and/or customer support
Technologies you will need to have experience with or will need to learn:
Excel/Google Sheets (comfortable with formulas)
Computer science background (preferred)
Experience scripting or programming with APIs (preferred)
Understanding of relational databases (preferred)
Customer Service with a focus on quality, problem solving, and documentation
Excellent spoken and written communication skills
Ability to listen, analyze information, and multi-task
Work Environment:
This is a hybrid position requiring 1-2 days per week in our RTP office. You must reside in the area to be considered.
A few things you'll want to know:What does ServiceTrade do?
Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty.
What kind of benefits do you offer?
Medical with Blue Cross Blue Shield NC (2 options)
Dental and Vision with Unum
Company-paid Life insurance, STD and LTD
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Quarterly Volunteer Program
Want to know more?
Go ahead and apply! Let’s get to know each other.
EEO Statement:ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.
A little bit about you:This is not your average Customer Support role; it's an opportunity for strategic thinkers and creative resolution finders to deliver the highest level of customer satisfaction to the people that depend on our software every day. You will become an expert on our products, find the best way to fix problems, and come up with real improvement ideas.
The work involves technical issues where your contributions could help resolve critical problems and improve systems. Strong expertise in ticketing systems, technologies, and troubleshooting software skills will be needed to achieve your goals in this challenging opportunity. This is for you if you love diagnosing issues, have a strong work ethic for seeing cases through to resolution, and can provide excellent customer service.
You’ll be responsible for:
Attracting potential customers by answering product and service questions
Setting up customer accounts:
Entering account information
Assisting with initial customer data entry
Providing application walkthrough
Providing basic tutorials
Resolving product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintaining the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
Recommending potential products or services to management by collecting customer information and analyzing customer needs
Assisting in documenting support issues and creating application usage guides
You’ll need:
1-3 years experience in SaaS based technical and/or customer support
Technologies you will need to have experience with or will need to learn:
Excel/Google Sheets (comfortable with formulas)
Computer science background (preferred)
Experience scripting or programming with APIs (preferred)
Understanding of relational databases (preferred)
Customer Service with a focus on quality, problem solving, and documentation
Excellent spoken and written communication skills
Ability to listen, analyze information, and multi-task
Work Environment:
This is a hybrid position requiring 1-2 days per week in our RTP office. You must reside in the area to be considered.
A few things you'll want to know:What does ServiceTrade do?
Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty.
What kind of benefits do you offer?
Medical with Blue Cross Blue Shield NC (2 options)
Dental and Vision with Unum
Company-paid Life insurance, STD and LTD
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Quarterly Volunteer Program
Want to know more?
Go ahead and apply! Let’s get to know each other.
EEO Statement:ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#J-18808-Ljbffr