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

The Customer Support Specialist at Responsive is responsible for helping our customers with troubleshooting and training on any issues that they are having in the software. A successful Customer Support Specialist will be comfortable interacting daily with customers, while managing a fluid support workload. By applying organizational, time management, and sound technical skills you will research incoming product issues, assess customer tutorial needs and answer a diverse array of questions. Strong problem-solving and critical thinking skills are essential for this position.

Essential Responsibilities

• Effectively translate customer queries into solutions or internal support plans of action in an articulate     manner.
• Create, track, and update support tickets using Zendesk or similar support ticketing tool within the stipulated SLA. 
• Provide ad-hoc software support for customers on a wide variety of technical issues.
• Diagnose, reproduce, solve, and as needed, escalate potential product defects with proper documentation.
• Remain up to date with Responsive’s latest product releases.
• Advocate for customers by taking their product feedback and sharing with other departments to improve the product roadmap.
• Be a brand ambassador and an expert in what Responsive can do to help the customers.
• Maintain high-level of Customer Satisfaction (CSAT) handling customer-facing support inquires.

• Attend and participate in weekly customer support meetings.
• Work closely with other Customer Success teams to help improve customer experience.
• Help maintain our help center knowledge base by writing, editing, or proofreading new and existing articles.

Education

• Any Bachelor Degree

Experience

• 3-5 years of technical customer support experience or other relevant experience.
• Experience with Zendesk or other Customer Service ticketing software.
• Experience with Salesforce, MS Dynamics, SAML, and various other software is a plus.
• Prior experience walking customers through technical solutions via web, phone, email, and chat.

Knowledge Ability & Skills

• Excellent written and verbal communication skills with a passion for customer centric communication.
• Excellent technical problem solving and critical thinking skills.
• Demonstrate perseverance when resolving customer requests.
• Proficiency with Microsoft Office suite (Word, Excel, Outlook).
• Flexibility in working in different rotational shifts/regions/markets. This is absolutely mandatory because shifts and regions will be allocated based on business requirements.

• Adaptable and flexible and eagerness to learn.
• Must be a team-player with a positive attitude.
• Ability to remain organized while multi-tasking.