Customer Support Specialist

📋 Description

• Spend approximately 85% of your day managing intricate T1 tickets: assist customers through live chat, email, text, phone, and screen-sharing.

• Proficiently scope, troubleshoot, foresee downstream effects, and resolve technical issues while demonstrating ownership and empathy.

• Simplify and effectively convey technical information to customers with varying levels of technical understanding.

• Utilize adaptable communication skills, adjusting existing macros or crafting new responses as needed.

• Handle challenging interactions with confidence, knowing when to de-escalate and when to escalate issues.

• Allocate about 10% of your time to meetings and administrative duties.

• Identify incidents and diligently adhere to incident response protocols.

⛳️ Requirements

• 2-4+ years of customer-facing Enterprise Support experience in a dynamic, growing SaaS startup environment. Experience with technical platforms in self-care, data, or medical industries is a plus.

• Prior experience supporting a complex technical platform that handles data, reporting, user permissions/roles, scheduling, payments, inventory, or a combination of these using both internal resources and external tools.

• High emotional intelligence: An empathetic and concise communicator with a versatile communication style and advanced interpersonal skills.

• Attention to detail: Ensuring that every aspect is managed for clients.

• Excellent customer rapport: Embody Boulevard values in all interactions.

🏝️ Benefits

• 401(k) matching along with dental, medical, vision, and life insurance.

• Flexible vacation day policy.

• Fully remote work with a monthly stipend for work-from-home expenses.

• Family planning resources and specialized support programs.

• Equity opportunities for early growth within Boulevard.

• Boulevard Bucks Learning and Development program.