Customer Happiness Specialist
Epignosis, Greece
Job Description
At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to their people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS a zero-overhead cloud LMS, eFront, an enterprise LMS and TalentCards a mobile app for training the deskless workforce.
We’re on a mission to democratize training by developing simple, accessible, and affordable software, while providing exceptional service at all stages of the customer journey. 12 million users across 126 countries log in to use our platforms and we support the training initiatives of 10+ companies. We’re helpers who are always learning and honest problem solvers, not product pushers, making us a trusted global leader in learning tech. At home, we are quickly becoming the largest SaaS company to come out of Greece.
That’s where you come in! We’re looking for a Customer Happiness Specialist to join our Support team. In this role, you’ll essentially be responsible for our customers’ happiness. (No pressure!) You’ll be there to help them use our products without frustration and to answer any other questions they may have. You’ll report to the Customer Support amp; Training Manager and work together to empower our customers so that they have no reason to ever leave us.
RESPONSIBILITIES
- Emailing and phone support galore. We get lots of emails and calls every single day. So, you’ll spend the best part of your day replying to those inquiries. You’ll be working fast but accurately.
- Mayor of Asana. Wake up and prioritize. That’ll be your mantra. You’ll plan out your daily tasks to stay organized as well as direct tasks to the appropriate people. Asana will become your best friend.
- Happiness-coordinator. It takes a village to make one customer happy. This means you’ll coordinate with other departments to get the information you need. And, you’ll energetically follow-up on any unresolved issues that have reached Escalated status.
- How to-ing. You’ll spend part of your week writing new how-to articles for our knowledge base as well as updating existing ones. This empowers our customers to use our products on their own and gives us the time to respond to more complex tickets quicker. You dig this.
- Product pro. To offer the kind of support we’re known for, you’ll have to know our platforms inside out.If you start dreaming about dashboards, branches, course certifications and mass actions, don’t worry. It means you’re almost there.
Requirements
- Fluent in English. You' re native or near native in English, crystal clear at explaining technical problems and you don't make mistakes that interfere with our customers’ understanding.
- Done this before. You’ve got 2+ years of relevant experience in customer support. Bonus points if it’s experience with a software company. You know what it’s like to handle customer expectations, solve problems and build positive relationships with a diverse group of people.
- Others think Problem, you think Solution. You’re a natural born problem-solver. (And can show us examples of that.) You can spot issues from a mile away, come up with possible solutions, evaluate those solutions and communicate them --all while remaining cool, calm and collected.
- Team Customer. You’re emotionally intelligent with a passion for delighting customers. Sure, you’re friendly, kind and empathetic and you’ve got all the skills to be good with customers. But you’ve developed this talent because deep down it thrills you to fix problems for real people. You often go above and beyond to make a customer happy.
- Not a nine to fiver. You’re at your best with a flexible work schedule and like having the freedom to work from home. With us, your work hours will vary because we’ve got customers around the world (in time zones different to Athens!) Some days you’ll work from home. Other times, you’ll come in late and leave later than the rest of the team. For you, that’s bliss.
Benefits
We’re a diverse group of smart, fun and GIF-loving professionals working in offices around the world, including the U.S., the U.K., Greece, and Cyprus!
You’ll enjoy benefits that make you more productive at work and contribute to your professional development, including:
- Competitive compensation packages
- Private health insurance plan
- Meal allowance
- Gorgeous office space
- A vibrant working environment full of creative individuals
- Balance -- we go big AND we go home