Customer Support Specialist

Customer Support Specialist (saas)

Summary

SafetyChain Software is looking for a Customer Support Specialist to join our Customer Support team. Reporting to the Manager of the Customer Support Team, this role will assist our customers with product issues and help maintain a high level of satisfaction through outstanding customer service and effective collaboration efforts with our other departments. The Customer Support Specialist will be responsible for assisting customers with interesting and challenging technical issues through phone, email, and live chat. In addition, the Customer Support Specialist will occasionally perform product configuration for new and existing customers, assist with bug fix verification, create training materials, and master new product features. The successful candidate will develop a comprehensive understanding of our product and customer service policies as well as collaboration with engineering as needed to ensure customer’s success with usage of SafetyChain’s products. 

Do you like to solve problems in a fast-paced environment? Love collaborating with colleagues to help customers? Like the idea of a flexible, autonomous work environment to get the job done the way you like to work? This may just be what you are looking for – let’s get into the details!

Who We Are:

SafetyChain is a fast-growing B2B SaaS software company. Our industry leading Plant Management Platform helps manufacturers improve yield, maximize productivity, and ensure compliance throughout their operations.

Headquartered in Novato, CA, we have a passionate, diverse team with the majority of our employees working remotely across the country to serve our customers. We operate with the fun and flexibility of a start-up combined with the stability of a mature and rapidly growing software company.

Our solutions are used every day in thousands of facilities to help our customers make their products better and safer. Customers include many well-known brands like Albertsons, Clif Bar, Driscoll’s, Schwan’s, See’s Candies, Tyson Foods, United Airlines, WholeFoods and White Castle. We believe our culture of “Help and Hustle” makes for a great place to work and we foster a dynamic, positive environment that enables our teams to put their creative energies towards solving our customers’ problems and supporting each other. Our culture is real, tangible and immensely rewarding.

What You'll Do:

As part of the Customer Support team, the Customer Support Specialist will ensure our customers gain the highest return on their investment of SafetyChain. The success of this role means outstanding customer satisfaction, excellent customer retention rate and potential future sales. Customer Support Specialists will be SafetyChain Software experts that are technically sound, well organized, possess excellent time management skills, and pay close attention to details.

Key Responsibilities

• First point of contact for customers for after hours and weekend Support
• Provide support for all customers within the ticketing system, chats, and phone calls.
• Triage software reported issues.
• Resolution of Tier 1 issues.
• Document all customer requests and product issues discovered.
• Collaborate with other departments to provide updates and resolutions to the customer.
• Provide customer focused training sessions to customers.
• Draft and update existing material on Best Practices, training materials, and knowledgebase articles to provide the most updated material for internal and customer reference.

What You’ll Need (Requirements)

We are looking for candidates with a desire to learn, grow and continue their career with us. You likely started your career in an entry level or general support role at a large company but are tired of the politics, lack of support or just being a number. Or perhaps you are new out of college looking for a role where you can apply both your technical and personal skills. Here’s a little of what we are looking for:

• 0-3 years of customer support, software account management, software configuration, training, and/or administration or Bachelor of Science degree.
• Strong quantitative, analytical, and conceptual skills.
• Excellent interpersonal skills with great energy and enthusiasm.
• Strong written and verbal communication, project coordination, and organizational skills.
• Demonstrate a consultative approach in addressing customer needs.
• Ability to effectively manage time, prioritize tasks and work within deadlines with limited supervision.
• Ability to be flexible in a growing, entrepreneurial company environment.
• Enthusiastic, self-motivated, self-starter and maintains a positive attitude.
• Work independently or as a team player in a team environment.
• Possess an eye for detail and have excellent verbal and written communication skills.
• Fast learner and able to keep up with fast (but fun) pace.
• Proficient in Atlassian (Jira, Confluence).
• Proficient in Microsoft Office (Excel, Word, and Visio).
• Nice knowledge to have but not required - SQL, HTML, CSS, and Javascript.

Our Values

• Quality Above All: Build the best and most effective experiences for our teams and our customers
• Work Smart: Drive operational excellence that maximizes productivity and delivers superior value to customers.
• Innovate for Impact: Pioneer solutions that enhance manufacturing processes and outcomes, benefiting both our industry partners and the consumers they serve.
• Grow Together: Create strong, inclusive partnerships with customers, working as One Team with help and hustle to drive mutual success and innovation.
• Integrity in Action: Operate with honesty, transparency, and respect, fostering trust with our customers and our peers.

Things that Make the Job Awesome

• Competitive compensation plan
• Opportunity for stock options
• Health benefits
• Self Care PTO Plan
• Flex Schedule
• Work From Home Flexibility
• Fast growing tech company with big opportunity
• Great team and culture
• Rewarding work that is solving an important problem
• Annual investment in your professional development

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.

Job Type: Full-time