Technical Customer Support Specialist

Atlanta, Georgia, United States · Product Team expand job description ↓

Description

Hannon Hill is looking for an energetic, positive, proactive, and thoughtful person to join our support team. Support works closely with our product team to help customers solve problems and to help constantly improve our products and resources.


RESPONSIBILITIES

  • Be a product advocate for our users
  • Triage and handle support requests that come in via phone or ticket
  • Expand self-help resources: e.g. documentation, videos, Cascade CMS Exchange resources, etc. both reactively in response to common questions and proactively when opportunities are identified
  • Contribute to product forums, Slack discussions, and help cultivate a vibrant user community
  • Engage with client advocate after check-ins to familiarize with any takeaways for the customer
  • Help manage the product idea exchanges and source ideas for the products to present to the team
  • Become an expert in using/administering Cascade CMS/Spectate and any future products
  • Assist internal team members with product questions

Requirements

  • Capable to provide support hours until 9pm Eastern Monday-Friday
  • Interested in doing frontline/inbound support upwards of 4-6 hours/day
  • Eager to use video, chat, or phone to help customers work through problems
  • Excellent written and verbal communication and troubleshooting skills
  • Prior experience with using Cascade CMS or any CMS product a plus but not required
  • Prior experience with Zendesk and/or Github support system a plus but not required
  • Prior experience supporting software or as a software trainer a plus but not required
  • Enjoys technology
  • Outgoing, personable, and enjoys talking to users and other team members
  • Aptitude for taking more complicated support issues (e.g. tier 2 or 3) over time as his/her mastery of the products increases

Benefits

  • Flexible schedule to start later in the day
  • Membership to Atlanta Tech Village
  • Unlimited Vacation
  • Telecommute Days
  • Health, Dental, Vision fully covered for employees
  • Paid Maternity and Paternity Leave
  • Catered Lunch every Monday and Friday
  • Endless Snacks and Drinks
  • Spotify Membership
  • Friday Happy Hours
  • Quarterly team events and opportunities to serve our community

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