Client Support Specialist @ Atomic

INACTIVE

Full-Time

Client Support Specialist

Posted on 12/8/2023

Atomic

501-1,000 employees

Venture studio partnering with entrepreneurs

Financial Services

Real Estate

Consumer Goods

Entry, Junior

Remote in USA

Required Skills

Salesforce

Customer Service

Requirements

1+ years experience in a customer support/customer service role, preferably in SaaS.
Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations.
Ability to identify and proactively solve problems.
Experience using a ticketing system and/or triaging experience a plus.
Ability to consistently meet and exceed key performance indicators.
High technical aptitude.
Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred.
Bachelor's degree preferred.

Responsibilities

Serve as first point-of-contact for existing clients in need of product support.
Respond and efficiently resolve inbound emails and phone calls.
Troubleshoot router complexities - leveraging the Hardware Operations Team.
Share UI/product feedback on enhancements to make for a better user experience.
Communicate client escalations with support leads when necessary.
Document and update internal processes using Confluence.
Audit/update support help center articles when needed.
Educate customers on product features or additional services to meet their needs.
Ability to walk customers through product dashboard as well as troubleshooting process.

Adentro solves a major problem for brick-and-mortar businesses—the majority of advertising is online, yet over 90% of purchasing still happens offline. Our platform links the two by automatically tracking customer visits, building rich customer profiles, targeting communication more precisely and directly measuring in-store impact.

We are backed by some of the biggest names in Silicon Valley. If you’re interested in joining a team that is changing the way the world does business, this might be the place for you.

The Opportunity:

As a Client Support Specialist you will be responsible for managing support cases for our Engage-only customers. You will be responding to inquiries and questions quickly and thoroughly. You will also be responsible for escalating potential bugs and breaking issues to direct management for further review and resolution. The successful candidate will have excellent phone rapport, demonstrate advanced problem-solving skills, and will be able to communicate clearly and professionally via email and chat support applications.

While a Support Specialist’s responsibilities are related to the inbound inquiries from various accounts - because the questions can fall in many different categories (product, engineering, hardware ops, etc) - a Support Specialist is expected to have proficient communication skills for tackling the versatility of these requests both internally and externally.

What You’ll Do:

Serve as first point-of-contact for existing clients in need of product support.
Respond and efficiently resolve inbound emails and phone calls.
Troubleshoot router complexities - leveraging the Hardware Operations Team.
Share UI/product feedback on enhancements to make for a better user experience.
Communicate client escalations with support leads when necessary.
Document and update internal processes using Confluence.
Audit/update support help center articles when needed.
Educate customers on product features or additional services to meet their needs.
Ability to walk customers through product dashboard as well as troubleshooting process.

What You Have:

1+ years experience in a customer support/customer service role, preferably in SaaS.
Effective organization and time management skills with the ability to manage multiple
projects simultaneously and work in high-pressure situations.
Ability to identify and proactively solve problems.
Experience using a ticketing system and/or triaging experience a plus.
Ability to consistently meet and exceed key performance indicators.
High technical aptitude.
A positive and flexible attitude for working in a fast-paced team across various functions.
Self-starter who takes initiative and demonstrates a team player mentality.
Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred.
Bachelor’s degree preferred.

Our Values:

Be Committed: Work hard, Own the problem, Learn
Create Trust: Do what you say, Create trust with our Clients and Colleagues
Be Bold: Experiment, Speak up, Hope is not a plan
Deliver High Performance: Prepare, Commit, (over) Deliver

Perks and Benefits:

Excellent and comprehensive health plans (medical (including HSA/FSA and free access to One Medical), dental, vision, 401K)
Flexible Vacation Policy
Enhanced Parental Leave Programs
Organized volunteer events to give back to our community
Off-sites, events and happy hours
Work from “Home/where you need” to get a job done

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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Adentro is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.

Please review our CCPA policies here.

*Adentro is an E-Verify participant

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Atomic

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This venture studio is distinguished by its strategic collaboration with entrepreneurs in launching new companies. It offers a dynamic environment where innovative thinking is harnessed with experienced teams to accelerate startup success and create significant value. The unique model of combining resource provision with strategic founder pairing positions this studio as a leader in nurturing and advancing startup ventures.

Company Stage

N/A

Total Funding

$260M

Headquarters

Miami, Florida

Founded

2012

Growth & Insights

Headcount

6 month growth

↓ -14%

1 year growth

↓ -4%

2 year growth

↓ -20%

INACTIVE