Customer Support Representative

Customer Success Representative

Company Description

Parallax is a Professional Services Automation platform built specifically to help digital agencies and tech consultancies operate smarter, healthier, and happier — freeing up their time and energy to focus on their craft, make investments into their futures, and grow profitably.

Backed by some of the most successful venture capital firms in the country, Parallax is looking for an experienced Customer Success Representative to be a strategic partner to our customer success organization. The Customer Success Representative role is a pillar that allows the other CS & Parallax teams to function efficiently and effectively, especially as we continue to scale the business.

Job Description

The Customer Success Representative drives value to our customers by maintaining a high level of support through our various customer triage channels. They are responsible for monitoring, creating, grooming, and maintaining the status of support tickets, and routing the issues to different teams as needed. CSRs also support our Customer Success team by assisting with product implementation, integrations, and training on new functionality.

Responsibilities

• Provide timely and strategic customer support via live chat, email, video, and/or  phone.
• Work directly with Parallax customers to troubleshoot issues and ensure they are getting the most out of our platform. 
• Advocate for the customer by taking their feedback and sharing it with other departments, to improve processes and product offerings. 
• Maintain a high level of expertise and technical proficiency on Parallax solutions.
• Support Customer Success team with product implementations and troubleshooting
• Review customer tickets to determine cause and effect of the issue reported and provide follow up discovery and/or resolution when possible.  
• Follow the escalation process for inquiries related to enhancement requests and bugs via Asana through Zendesk app.  
• Partners with the Product teams during new product and feature launches to ensure support team and Specialist proficiency is achieved. 
• Manages and maintains Zendesk reporting centered around BI benchmarks as set by the Customer Success Director and Product Coordinator. 

What you will bring

• 2 years of technical support experience preferably with SaaS organization 
• Excellent communication skills in both writing and speaking; must be professional and friendly
• A natural problem solver, who flourishes in a fast-paced environment
• An unwavering positive attitude and a love for helping others succeed!
• Previous experience in an agency environment is a plus

Skills Required

• Excellent communication skills (writing, speaking, listening)
• Self-motivated and highly driven with the ability to work with limited direction and collaborate with geographically remote team members
• Ability to converse and engage with senior-level decision-makers
• Strong organization/time management skills with the ability to manage multiple projects and competing tasks/priorities
• Natural curiosity, a love for learning
• A high level of integrity (and hype)

Equal Employment Opportunity

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us