Job Description
Join the careerzynith team, a dynamic and fast-growing organization that's revolutionizing the world of digital marketing solutions. As an Experienced Customer Support Specialist (Saas Experience), you'll play a vital role in delivering exceptional support to our clients, ensuring their success and satisfaction with our cutting-edge software solutions.
- *About careerzynith**
careerzynith is a leading provider of full-funnel revenue marketing solutions, serving mid-size businesses worldwide. With a strong commitment to innovation, customer satisfaction, and employee growth, we've established ourselves as a Best Place to Work, with a 9x recognition in this prestigious category. Our team of over 700 talented individuals, spread across 6 US offices, 20+ US States, and 18+ countries, is passionate about driving business growth for our clients and fostering a culture of excellence, inclusivity, and fun.
- *Why Choose careerzynith?**
- We've been 9x named a Best Place To Work, demonstrating our commitment to creating a positive and supportive work environment.
- Our offices are located in Guatemala, South Africa, St. Petersburg FL, Ft. Myers FL, Lancaster, and York, PA, with plans for further expansion.
- We provide comprehensive training and tools to ensure your success, regardless of prior experience.
- Enjoy a flexible schedule, with the option to start your day between 8 and 10 am, when you do your best work.
- Participate in our 150% Company Match Of Personal Charity Donations, giving back to the community that matters most.
- Take advantage of generous Paid Time Off, Employee Wellness Program, and access to our FXLearns Library with hundreds of personal and professional growth books.
- Join our Humanitarian Trips and enjoy our Casual Dress Code.
- Receive a Personal Desk Fund and merit-based promotions, with a clear progression path for career growth.
- Be part of a rapidly growing company that partners with clients who share our values, and enjoy unrestricted access to our proprietary software and tools.
- *About Nutshell**
As a subsidiary of careerzynith, Nutshell is a proud Google Premier Partner with 6 offices in the US and an office in Guatemala and Cape Town, South Africa. We're committed to providing world-class digital marketing solutions to mid-size businesses on a global scale. Our team of talented individuals, spread across the globe, works remotely full-time and has done so for 10+ years.
- *Why Choose Nutshell?**
- Enjoy competitive base pay, performance bonuses, and ongoing learning bonuses.
- Receive world-class digital marketing training, including Organic SEO, Local SEO, PPC, Google Analytics + Studio, and more.
- Participate in long-term career track opportunities and health insurance, including dental, vision, and remote doctor services.
- Join a community that values its team members, with low turnover rates and a commitment to giving back globally through our FXBuilds program.
- Access virtual professional development opportunities, virtual team-building events, and our annual FXFest – an all-expenses paid trip for international team members.
- Enjoy a fully equipped home setup, multiple schedule options, and unrestricted access to our proprietary software and tools.
- Be part of a merit-based promotional structure and annual merit-based compensation increases.
- *What You'll Get**
- Opportunities for growth, with a clear progression path and merit-based promotional opportunities.
- A supportive work environment, with a commitment to putting our people first.
- Long-lasting relationships with clients and team members, due to low turnover rates and a focus on employee satisfaction.
- Access to virtual professional development opportunities, virtual team-building events, and our annual FXFest.
- A fully equipped home setup, multiple schedule options, and unrestricted access to our proprietary software and tools.
- Merit-based promotional structure and annual merit-based compensation increases.
- *Who We're Looking For**
- Bachelor's degree is preferred.
- Pre-employment testing is required.
- Fluent in English (written and verbal), with a resume in English to be considered.
- Comfortable with both object-oriented and procedural programming methodologies.
- Likes to get things done, highly efficient, and committed to delivering high-quality communication and bug fixes to users.
- Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated, and enjoys solving problems.
- Customer-centric mentality, highly empathetic to users, and obsesses over details.
- Enjoys writing processes and making technical concepts more consumable for their audience.
- Ability to understand prioritization/urgency level.
- Bonus: experience in technical software support, sales, or account management.
- Bonus: familiarity with CRM, email marketing, or helpdesk software.
- *What You'll Do**
- Ensure all information necessary to the ticket has been completed by the requester, filling in any gaps by gathering information on your own or following up with the requester.
- Test site bugs yourself and confirm if you're able to replicate.
- Assign/triage helpdesk ticket to the right team member to execute on the fix, using a flow chart to determine who to send to.
- Update application documentation, processes, and standard operating procedures.
- Publish in-app guides/documentation answering frequently asked questions.
- Complete and close out tickets independently, when possible (i.e., Tier 1 support troubleshooting).
- Manually test new features and bug fixes.
- Clearly communicate when Requests need edits or additional information.
- Report on weekly KPIs: tickets received, tickets completed, etc.
- Report on guides/help docs analytics/usage.
- *Additional Information**
- Compensation is negotiable, based on experience.
- Check out our culture on social media: Instagram, Twitter, and Facebook.
- Please submit your resume or CV (in English) to be considered for this opportunity.
- You don't need to apply more than once, even if you're interested in multiple positions – you can simply let us know!
- careerzynith is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+ and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers.
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