Customer Success Agent (Technical Product Support)
Location: US, CO, Denver
Department: Customer Support Team
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Computer Software
Function: Customer Service
Salary range: 30000-50000
Company profile: The OneReach team is comprised of a diverse group of wonderful people from all walks of life. We’re currently hiring for several mission-critical roles and we welcome the opportunity to get to know people with perspective, skills, experience and passions that compliment ours. OneReach makes it easy to create custom voice and SMS applications, without writing a line of code - do it yourself or professionally designed. From the largest customer service departments in the world, to local coffee shop franchises, we’re making it easy for companies of all shapes and sizes to communicate in more meaningful and practical ways with their customers and teams. We work well together and accomplish a lot, delivering great communication products that push the limits of customer expectations and experience. We're definitely a 'results-first' culture. This helps people to enjoy flexibility and many of the other perks that come with being part of a growing startup. Everyone’s experience and perspective matters here.These are just some of many reasons that we have attracted smart people that are great to work with (and have only had 2 people leave in our 4.5 years!). We're looking forward to an opportunity to learn about you and what we could be accomplishing together.
Description: The OneReach Customer Success Team focuses on helping customers to have productive and meaningful experiences with OneReach products. This role is focused on technical support with customers as they use our softwareOneReach Customer Service Agents are heavily engaged in communication, problem-solving and teaching/guiding customers to leverage OneReach tools for all they're worth. Typically agents communicate with our customers one on one through email, live-chat (web and text message), as well as over the phone and video conferencing.  Our agents are also invited to exercise creativity in collaboratively creating educational and product tutorial content - everyone’s perspective and ideas are welcome. 
Requirements: If you are a strong candidate you posses many of the following attributes:Fast learnerEmpathyPatiencePropensity toward helping peopleStrong Technical AptitudePassion for technology Passion for good customer experienceDesired Skills and ExperienceExperience as a customer service/support agent Experience as a customer service/support agent for a software productSoftware capabilities demonstrationsProviding software tutorialsExperience teaching (formally or informally) Any development experience – even just self taught or school relatedBasic understanding of software concepts (Software Design, databases, HTML, APIs, etc) - bonus.Understanding of hardware or networking concepts (application servers, desktop support, IP, firewalls, routing)Software QA – bonus.Familiarity with trouble-ticketing systems (tracking and servicing customer issues)Required Skills and ExperienceStrong written and verbal communicationActive listening
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