Customer Success Associate


  Silicon Valley

Position Summary

Do you love helping people? Can customers hear you smile over the phone and sense your passion for great service in an email? Do you enjoy interacting with people on Twitter and Facebook? Have you always wanted “other duties as assigned” to mean giving demos of a very cool product? If so, then you should join our San Mateo based team as a Customer Success Associate.

Responsibilities:

  • Provide basic troubleshooting and assistance to GoAnimate customers via telephone and email
  • Open and assign trouble tickets to others for issues that can’t be solved directly
  • Respond to voice and email messages left by customers, as needed
  • Accurately record information about each handled service request, using provided Customer Relationship Management software and defined processes
  • Recognize and alert others to trends impacting customer service
  • Assist prospects and existing customers with purchase decisions
  • Write knowledgebase articles, conduct webinars, and participate in online community forums
  • Adhere to all company policies, procedures and business ethics codes
  • Other duties as assigned

Experience and Expertise:

  • 2+ years experience troubleshooting browser-based computer applications
  • Strong problem solving and analytical skills
  • Preferencegiven to bilingual candidates with fluency in any of the following languages: Cantonese, Portuguese, Japanese, Russian, French

Traits and Personal Characteristics:

  • Exceptional interpersonal communication skills
  • Exceptional written and verbal communication skills
  • A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
  • Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
  • Reliable, responsible and consistent
  • Patient, helpful and a creative problem solver
  • Ability to work effectively as part of a team and independently
  • Aptitude to learn new software applications quickly

Education:

  • A college degree is preferred, but not required

Compensation and Benefits:

  • Competitive Base Salary + Bonus + Equity
  • Health, Dental, Vision
  • 401K