Customer Relations Specialist
VerticalResponse - San Francisco, CA

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This full-time position is an excellent opportunity for an experienced and motivated technical support professional looking for a fantastic opportunity with a dynamic and successful company. In this role you will primarily be responsible for resolving customer issues by telephone, chat, and email.

The Job

Respond promptly and thoroughly to support inquiries received via telephone, email and instant chat

Review outbound email campaigns for illegal or offensive content

Provide online demonstrations of our product and answer product-related questions

Independently resolve technical/customer support issues and escalate cases when necessary

Document system-wide problems and common questions posed by customers

Provide valuable 'front lines' feedback to the Product Development, Marketing and Engineering Teams

Cultivate and expand our customer facing Knowledge Base

Other duties as assigned

Your Skills

Previous technical support experience in an online support environment

Comfort working with a variety of desktop applications (MS Excel in particular), internet browsers and email clients

Knack for troubleshooting and the ability to see a task through from start to finish

Sharp attention to detail and time management ability while multitasking

Professional, responsive and courteous phone presence

Cordial, patient and graceful demeanor in heated situations

Must be an energetic 'self-starter' with strong verbal, written and interpersonal skills and the ability to work independently and within a team

Familiarity with Salesforce, HTML, image editing software, data manipulation and email marketing terminology preferred

Spanish (or other) language skills a plus

Ability and desire to learn more about areas where familiarity is lacking BA/BS or equivalent experience

Sense of humor is essential