Customer Support Specialist

Apply now »

Date: Apr 26, 2024

Location: IN

Company: Responsive

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About the Role

The Customer Support Specialists work with clients to acknowledge, analyze, and resolve complex application software-related questions and issues encountered in the application. Strong problem-solving and critical thinking skills are essential for this position. As a member of this rapidly growing team, a Customer Support Specialist will provide prospective customer feedback that will essentially and directly impact the development and improvement of the company’s software.

Essential Functions

  • Respond to incoming support requests in a knowledgeable and articulate manner
  • Create, track, and update support tickets using the Customer Service portal
  • Learn Responsive software and RFP response process
  • Provide ad hoc software support for customers on a wide variety of technical issues
  • Diagnose and solve customer problems
  • Confirm, reproduce, and escalate potential product defects with proper documentation
  • Remain up-to-date with RFPIO’s latest product releases

Other Duties

  • Attend and participate in weekly customer success meetings
  • Work closely with other teams
  • Other duties as assigned

Education

  • Associates or Bachelor’s degree preferred

Experience

  • 2 years technical support, customer service experience or other relevant experience
  • Experienced with Microsoft Office
  • Experience with Zendesk or other Customer Service software a plus

Knowledge, Skills and Abilities

  • Excellent verbal and written communication skills
  • Problem-solving and critical thinking skills are essential
  • Adaptable and flexible
  • Must be a team player with a positive attitude
  • Ability to remain organized while multi-tasking
  • Eagerness to learn