Client Success Agent - Mobile Tech Support

La Jolla, California, United States · Customer Service

Description

Who We Are:

At Bizness Apps, we are on a mission to help small businesses be successful! From humble beginnings in CEO Andrew Gazdecki’s dorm room, Bizness Apps has quickly catapulted to the leading mobile app publishing platform in the world. We relentlessly focus on our client's success and use customer feedback to drive innovations in our product. While we’re proud of our growth, we’re doubly proud of the workplace we’ve become and the work environment we foster. Here, you’ll find an office filled with young, passionate, and ambitious professionals – building great products while having a lot of fun.


The Role:

We are currently seeking an enthusiastic, organized and resourceful Help Desk & Client Retention team member to join our Customer Success department! The role will focus on assisting clients who are experiencing any procedural or operating difficulty with our CMS, applications, products or services. We always aim to provide an effective solution to the user, while maintaining our core values. As a member of our Customer Success department, you will be an essential point of contact for our clients to ensure their progress and satisfaction with the product. The ideal candidate will have a proactive attitude and be able to think fast on their feet. Being this is a startup, it is important you are comfortable wearing many hats and have a flexible attitude towards change. We don’t shy away from going above and beyond when it comes to helping our clients be successful and the ideal candidate will feel the same!


Areas of Responsibility:

Provide support for all Bizness Apps information, products and services. Support may include answering questions, troubleshooting problems, teaching or instructing clients regarding functionality and communicating policy. Determine the most effective manner to resolve client’s technical issues. Engage in research and in- depth troubleshooting to resolve technical issues and consult with a Supervisor when necessary.

Record required client and historical information in our CRM. Update ongoing support tickets regularly and close them when a resolution has been reached. Elevate complex and/or high priority issues to the appropriate groups for resolution or escalation. Verify suggested solutions effectively resolve the user’s problem through verbal or email follow up. Work on HelpDesk related projects as assigned by supervisor. Must be able to handle escalated situations and retention requests that arise.

Requirements

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.

Benefits

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