Customer Support Specialist

About TapClicks

TapClicks is a Smart Marketing Cloud, powered by data, to unify marketing. We are a leader in Marketing Reporting, Operations, and Search Engine Optimization SaaS solutions for Enterprises, Agencies, and Media companies. TapClicks is the only end-to-end marketing operations platform that allows companies to streamline their marketing operations, manage and optimize campaigns and report progress from any device at any time and is used widely by over 400,000 end customers globally.

Description

We’re seeking a customer-facing support specialist to help our highest MRR clients across all facets of using our TapClicks SaaS Platform. This role will also offer a level of phone support not provided by the current Product Support Specialist role. You will be responsible for dedicated general support with our highest MRR customers, as well as will need to offer scheduled phone support to our entire customer base. These customers may be escalated or frustrated, or they may be requesting an initial support call for a newly reported issue.

Responsibilities

For our highest MRR customers:

• You will be a dedicated support representative.
• You will assist them with all general support inquiries, including but not limited to:

• General questions.
• Technical support.
• Logging any bugs and monitoring their status with updates to the client.

• You will need to troubleshoot and answer all technical questions in a timely manner while providing first-class customer support.
• You will own, prioritize, troubleshoot, and build a response plan for simple to complex inbound customer support issues relating to our platform for our highest MRR customers.

You will be managing tickets through the entire ticket lifecycle. This includes:

• Accepting tickets and responding to customers.

• Working support requests.
• Escalating tickets to a senior support member when you can’t resolve them.
• Creating a bug ticket in our Jira system when needed, tracking the work done by engineering, and updating the customer on progress and resolutions.
• Resolving tickets.

You will be responsible for meeting goals set around:

• First response time
• Ticket resolution time
• Customer satisfaction

For our general customer base:

• You will offer scheduled phone support to all customers, however, will not manage a queue of support tickets for this group.

Qualifications

● 5+ years experience in a SaaS support role

● Strong verbal communication skills

● Phone support background

● Strong troubleshooting and problem-solving skills

● Have worked directly with US clients or associates in the past

● Have the aptitude and desire to learn new technologies and skills