Customer Support Specialist

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

REMOTE IN PORTLAND OR; DALLAS TX

We are seeking a passionate and detail-oriented Customer Support Specialist to join our growing team. The ideal candidate will provide exceptional support and advocacy for our customers, ensuring their success with Responsive’s solutions.

Essential Functions

Customer Engagement & Support

• Deliver a customer-first experience by providing end-to-end engagement support for customers.

• Diagnose, reproduce, and resolve customer issues, escalating potential product defects with detailed documentation when necessary.

• Educate and empower customers to become proficient Responsive users, maximizing the value they derive from our solutions.

Technical Expertise

• Develop and maintain proficiency with internal tools and processes to effectively engage with customers.

• Stay up to date on Responsive’s latest product releases, providing customers with accurate and timely guidance.

• Bring foundational knowledge of how web applications, databases, APIs, and data transformation processes function to support advanced customer inquiries.

Process Management & Documentation

• Manage and prioritize workload effectively, handling multiple key engagements simultaneously.

• Document solutions and interactions clearly and concisely for future reference and team knowledge sharing.

Problem-Solving & Advocacy

• Analyze customer needs and suggest tailored solutions to address challenges.

• Advocate for customers by collecting and sharing product feedback with internal teams, influencing the product roadmap.

• Serve as a brand ambassador, embodying Responsive’s commitment to customer success.

Requirements

• 3+ years of technical customer support experience or other relevant experience.

• Strong written communication and documentation skills with a focus on clarity and articulation.

• Experience with support ticketing tools such as Zendesk (or similar).

• Experience with Salesforce, MS Dynamics, SAML, and various other software is a plus.

• Ability to prioritize and manage multiple customer interactions efficiently.

• A problem-solving mindset with the ability to diagnose and resolve technical issues.

• Familiarity with APIs and data migration processes is a plus.

Additional Information

The compensation range for this role is $72,000-$94,000 On-Target Earnings (base + bonuses), depending on experience and location.

At Responsive, our mission is to make Responsive one of the best places to work by building trust, respecting personal boundaries, valuing work-life balance, promoting diversity, and inclusiveness, and instilling a true sense of ownership and belonging among every employee that will transcend to delighting customers and creating true market value. People feel empowered, supported, and included. Trust and transparency are built into the way we work. Creativity, curiosity, and continuous improvement are encouraged and nurtured.

US-Based Employees can look forward to the following benefits:

💰 Competitive Compensation, Company Bonus

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🧘‍♀️ Weekly virtual yoga sessions

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

🌍Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

Responsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!