ApplyJob Type
Full-timeDescription
Position:
Customer Support Specialist
Who we are:
Cognosos leads the market in delivering real-time asset location and tracking intelligence solutions. Our lightweight, flexible, and scalable platform deploys quickly indoors and outdoors, delivering an unparalleled combination of price and performance across various industries, including automotive, logistics, and healthcare. Join our dynamic team as we accelerate our momentum in our current markets and prepare to launch into our next ones. We were recently named as one of Atlanta’s Top Places to Work by the Atlanta Business Journal.
Learn more about Cognosos's mission to equip enterprises with instant asset intelligence that unlocks operational potential and optimizes performance at www.cognosos.com.
Position Summary:
As a Customer Support Specialist, you’ll play a crucial role in ensuring our customers receive timely and effective support. Your analytical mindset and excellent communication skills will be essential as you troubleshoot and resolve customer issues related to our SaaS products. Reporting to the Director of Customer Success Operations, you will be responsible for providing Tier 1 & 2 support to our customers. You will be responsible for troubleshooting their issues and documenting the interaction in our ticketing system (HubSpot).
Responsibilities:
- Customer Assistance:
- Respond promptly to customer inquiries via phone, email, or chat.
- Troubleshoot technical issues and provide solutions to ensure customer satisfaction.
- Guide users through product features and functionalities.
- Issue Resolution:
- Investigate and diagnose customer problems, escalating complex issues as needed.
- Collaborate with cross-functional teams (development, product, and QA) to resolve issues efficiently.
- Document solutions and maintain accurate records.
- Product Knowledge:
- Stay up-to-date with our SaaS products, understanding their functionality and use cases.
- Provide clear explanations to customers regarding product features and updates.
- Communication:
- Communicate effectively with empathy and patience.
- Set realistic expectations for issue resolution timelines.
- Keep customers informed about progress and follow up as necessary.
- Continuous Improvement:
- Identify recurring issues and contribute to process improvements.
- Provide feedback to enhance product usability and documentation
Minimum requirements for the role:
- Bachelor's degree in a relevant field (Computer Science, Information Technology, or similar).
- Proven experience in customer support or technical troubleshooting.
- Analytical mindset with the ability to think critically and solve problems.
- Excellent interpersonal, written and verbal communication skills.
- Familiarity with help desk software and ticketing systems.Bachelor’s degree required, Master’s Degree or relevant experience preferred
- Self-motivated with the ability to thrive in a dynamic, fast-paced environment with a sense of urgency and persistence
- Fundamental knowledge on how SaaS applications can integrate with each other and the rest of IT infrastructure in a business
- Ability to juggle and complete multiple priorities and projects (both internal and external) in a fast-paced environment
- Organized with strong time management skills
- Experience with troubleshooting and performance improvement techniques
- Strong video conference presence and experience presenting to a variety of audiences
- Experience building rapport and working with cross-functional teams spanning sales, product management, product marketing, and business development
Great Company, Great Perks:
We are pleased to offer:
- Competitive salaries
- Unlimited vacation so you can rest and recharge
- Full benefits program (Health, Dental, Vision, 401(k), life and disability insurance)
- Paid parking at our Atlanta office
- Opportunity for equity participation
- Volunteer opportunities
- Weekly catered lunches
Whether it’s virtual happy hours, company-wide contests, or quarterly cultural outings, we are always looking for ways to keep our employees happy and engaged with their teammates.
