Position: Customer Support
Company: HR Studio
Category: Support
Experience required: 1y
English level: fluent

Who is Keepit?

Keepit is a global fast-growing SaaS focused company with many years of experience within the field of IT and data protection. Our mission is to help companies around the world protect their cloud-based data.


Essential Duties and Responsibilities:

-  Acts as an escalation point for advanced customer issues
- Assist with support cases either directly or indirectly by helping more junior team
members
- Lead support efforts for customers who have been determined to have critical value
-  Coordinate with Customer Success Managers to address any technical issues impacting
a customer’s experience
-  Actively engage Technical Support personnel to ensure proper handling of customer
questions and issues to which they have been assigned
-  Escalate software bugs or feature enhancements to research, development, and product
management teams
-  Mentor and train new team members
-  Shares information and expertise regarding recent fixes, and best practices in a
proactive manner
-  Provide on-call and shift coverage as required
Perfect candidate has:

-  Minimum 2 years Advanced line Customer Service Support and/or engineering support
experience ideally in software and/or SaaS environments working with Enterprise
customers
-  2+ years prior experience with customer support tools and software support
-  Practical experience with Microsoft 365. Salesforce and G suite is highly desired
-  Ability to function effectively as Lead in escalated cases working directly with customers
and coordinating internal effort to address customer issues

-  Passion for customer service and technology
 In-depth knowledge of customer service solutions, principles, and practices
- Above average communication skills (Phone, email, verbal)
-  Experience coaching and developing team members
-  Comfortable with high volume of activities and interactions
-  Fluent in English, both written and spoken, is essential for this role

If hired, you`re going to love working at Keepit because you will:

-  Have an incredible opportunity to develop new skills. You`ll become a part of a practical,
professional workplace experience. We will invest in you and the sky is the limit as far
career growth.
-  Enjoy a friendly and collaborative workplace atmosphere. You’ll quickly become
friends with coworkers and your supervisor! Work should be fun.
-  Feel a sense of pride. There’s job security in knowing you are part of a proven, stable
company that’s growing rapidly!
-  Be motivated by the team’s strong work ethic. Our team members are eager to excel
at providing customers a with a superior experience.
-  Experience a sense of empowerment! You’re always encouraged to solve problems,
contribute ideas and make a difference.
- Find our leadership to be down to earth. Managers are accessible, caring and truly seek
to inspire success and growth in you and the business.