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Customer Success – Technical Support
Posted: 08/14/2019
Position: Full Time
About This Job:
Contentools is looking for highly motivated people with a hands-on approach and a can-do attitude to solve our support tickets. You will be working in the Customer Success Area to improve user engagement and support. For this position, we need someone with a customer-first mindset and sense of ownership. From user retention to clients engagement, the Support should have a wider view of Contentools’ mission and apply it from short to long-term actionable measures.
We are a team that is close-knit, and that takes pride in their work. We are client obsessed and we are willing to go the extra mile for our clients.
Roles & Responsibilities:
  • Monitor the technical support channels;
  • Promptly respond to incoming support requests considering our SLA rate;
  • Master the Contentools Platform and other tools required to accurately perform customer support activities;
  • Develop and manage the communication channel between CX and product areas;
  • Monitor, assess and present the effectiveness of user engagement efforts;
  • Give internal support for CX Area;
  • Report and drive solutions for bug system;
  • Develop projects and processes to scale the technical support worldwide;
  • Update constantly our FAQ, documents and produce content monthly.
Requirements & Qualifications:
  1. Fluent/Advanced English
  2. Advanced Spanish (it`s a plus)
  3. Good logical reasoning
  4. Familiarity with technology (e.g. servers, programming)
  5. Ability to manage competing priorities in a fast-paced environment
  6. Results-oriented
  7. Outstanding communication, interpersonal and presentation skills;
  8. Highly Responsible
  9. Desire to go beyond the basics and bring new ideas and thinking to Contentools and our clients;
  10. Optimistic, able to face challenging problems with enthusiasm;
  11. Proven drive to continually exceed goals in a fast-paced, high-growth company.
Skills Required:
Customer Service
Phone Support Level 4
Chat Support Level 4
Technical Support Level 3
Customer Support Level 3
Email Support Level 3
Order Processing Level 3
Shopify Support Level 3