Customer Support Specialist

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours.

Day in the Life

Customer Support

• You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products.
• Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Proactively check in with clients until the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.
  
  

Customer Success

• You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
• You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs
• Have a long-term vision of working and growing with a Silicon Valley based technology startup.
• Comfortable with adapting to ever changing processes and making recommendations to improve such.
• 1 to 3 years experience as a Customer Support Specialist or similar CS role
• Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
• Must have Phone Support experience
• Must have experience using help desk software and remote support tools
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results.
• Must be willing to attend occasional in-person meetings in Metro Manila