Customer Success Agent

Join Squirrels as a customer success agent bringing a valued perspective and an organized, friendly approach to client support.

As a key member of our customer success team, you will work within a customer ticketing system to respond to questions and issues. You will collaborate with sales, quality assurance and development to ensure all tickets are accurately, quickly and completely addressed.

The ideal candidate is passionate about technology and has a wide breadth of experience using multiple operating systems and devices. Extremely strong writing skills are required, and a proactive mindset is needed to identify customer issues before they arise. You will thrive in this role if you are a natural problem-solver and enjoy helping people find solutions.

Responsibilities:

• Answer support tickets in a timely, friendly manner
• Review product logs to understand and analyze issues
• Communicate bugs found in the field to the quality assurance and development teams
• Replicate issues and situations to determine next steps for customers
• Update product documentation and response libraries as needed
• Attend departmental and product meetings, taking notes and advocate for your department and customers during timeline and feature planning
• Prepare necessary documentation or visuals for team meetings to demonstrate current metrics and identify areas of improvement

Requirements:

• Two years of experience in technical support, customer success or customer training
• Working reading, writing and comprehension proficiency in English
• Experience using a variety of operating systems including iOS, Android, macOS, tvOS and Windows
• Analytical and process-oriented mindset

Added Bonuses:

• Experience with Freshdesk or other ticketing systems
• Experience with Jira
• Experience with Salesforce, HubSpot or other CMS tools
• Technical writing experience
• A passion for technology and software

Squirrels is a software-development company that specializes in wireless audio and video transmission. Our technology is used worldwide in more than 100,000 classrooms and millions of homes and businesses. Popular products include Reflector, Ditto and AirParrot.

That’s just a quick overview. There’s so much more to know about Squirrels.

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