Client Support Specialist
Client Support Specialist
At Kalibri Labs, we have set out to change the hotel industry for the better! Our mission is bold, and we are looking for passionate, energetic and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. Named a 2017 Rockville Key Company, and a Greater Washington Innovation Awards Finalist, Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!
Kalibri Labs is looking for a skilled, self-motivated problem solver to join our team as a Client Support Specialist. As a Specialist, you will play a central role in providing best-in-class support to Kalibri Labs’ rapidly expanding customer base by implementing users on the platform, providing product guidance, investigating and helping resolve client issues, and maintaining a library of interactive learning options for our software users.
What You Will Be Doing
- Establish and Maintain expert-level knowledge of the intricacies and interoperability of all Kalibri Labs products/features, underlying platforms, proprietary databases, and operational tools.
- Implement new clients on the software, handling all setup and configuration of accounts, users, and CRM account.
- Act as Tier 1 support for all software users to successfully triage phone calls, emails and support tickets to either address client issues directly or assign internally for resolution.
- Actively identify and research abnormal product behavior identified by clients.
- Consolidate and analyze client feedback for product development and enhancement.
- Curate and proactively expand a library of interactive learning tools to provide effective self-service options to customers.
- Manage multiple complex client projects simultaneously while adhering to ticket response times.
What You Need For This Position
- 1-2 years’ experience in Customer Service/Support roles at a SaaS organization
- Energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers and internal teams
- Active listener, passionately communicative, and empathetic; able to put yourself in customers’ shoes and advocate for them when necessary
- Proactive problem-solver; confident at troubleshooting and able to investigate if you don’t have enough information to resolve customer issues
- Organized, articulate and reliable; strong diplomacy, tact, and poise when working through customer issues and escalations
- Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
- Working knowledge of Salesforce.com and Jira
Job Type: Full-time