Note: The job is a remote job and is open to candidates in USA. TurnPoint is a fast-paced, boutique IT firm seeking a Customer Success Specialist. This role involves triaging customer requests, managing ticket processes, and collaborating with technical staff to ensure exceptional client service and project success.
Responsibilities
- Triaging customer requests over email and phone
- Dispatching tasks to colleagues
- Scheduling work with customers
- Consulting with customers to determine the severity and impact of their issues
- Act as liaison between clients and technical staff
- Function as client interface on phones and ticket thread intake including:
- Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required
- Perform tech tasks as self-assigned and assigned by tech managers
- Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly
- Maintain awareness of current work and status, managing tasks through to successful closure
- Create tasks, to contribute to client onsite visits and related meetings
- Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required
- Monitor and update all assigned tickets on a daily basis
- Record and document tech processes to contribute to TurnPoint Tech Manual
- Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks
- Prepare for and run ticket reviews with tech staff (duties may be shared with a colleague)
- Ensure our daily scrum runs in an efficient manner, up to and including running scrum
- In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service)
- Prepare for and run mid-day triaging and afternoon shift hand off, including preparing summaries
- Exemplify and champion superior client communication and service
- Emphasize quality, continuous improvement and high performance
- Enact and champion company policies
- Track, route and redirect issues to correct resources and internal team for support
- Balance support ticket threads, task execution and project work for timely completion
- Escalate unresolved client queries to the next level of support properly and in a timely manner
- Adhere to workflow best practices: attention to detail, thoroughness and follow-through
- Train and mentor the tech team on proper customer service strategies
- Obtain and maintain technical certifications as required
- Ability to move equipment and lift 50 lbs. as required
- Other duties as assigned
Skills
- Background in customer service
- Enthusiasm for technology
- Desire to help solve issues
- Ability to triage customer requests over email and phone
- Ability to dispatch tasks to colleagues
- Ability to schedule work with customers
- Ability to consult with customers to determine the severity and impact of their issues
- Ability to act as liaison between clients and technical staff
- Ability to provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required
- Ability to perform tech tasks as self-assigned and assigned by tech managers
- Ability to proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly
- Ability to maintain awareness of current work and status, managing tasks through to successful closure
- Ability to create tasks to contribute to client onsite visits and related meetings
- Ability to effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required
- Ability to monitor and update all assigned tickets on a daily basis
- Ability to record and document tech processes to contribute to TurnPoint Tech Manual
- Ability to ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks
- Ability to prepare for and run ticket reviews with tech staff
- Ability to ensure our daily scrum runs in an efficient manner
- Ability to prepare for and run mid-day triaging and afternoon shift hand off, including preparing summaries
- Ability to exemplify and champion superior client communication and service
- Ability to emphasize quality, continuous improvement and high performance
- Ability to enact and champion company policies
- Ability to track, route and redirect issues to correct resources and internal team for support
- Ability to balance support ticket threads, task execution and project work for timely completion
- Ability to escalate unresolved client queries to the next level of support properly and in a timely manner
- Ability to adhere to workflow best practices: attention to detail, thoroughness and follow-through
- Ability to train and mentor the tech team on proper customer service strategies
- Ability to obtain and maintain technical certifications as required
- Ability to move equipment and lift 50 lbs. as required
Benefits
- We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.
- Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
Company Overview