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Job Overview
The Customer Support Specialist is responsible for providing technical support to Leap customers through phone, email and chat mediums. This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry.
Responsibilities
Provide timely, professional, and accurate responses to clients who submit product-related inquiries via email, phone, and chat (Five9)
Enter all correspondence and necessary information related to a case into the case management system (Salesforce)
Submit Jira tickets to the Team Lead and/or Product Team relating to issues reported by clients
Collaborate and follow-up with the Product Team on cases that require escalation
Manage case work load by monitoring open case queue and addressing cases in order in which they are received
Serve as Subject Matter Expert (SME) for cross-functional teams
Create, grow and manage internal knowledgebase including FAQ’s, troubleshooting tips, best practices, instructional videos, etc.
Assist in training and onboarding of new Support Team members
Qualifications
Associate/Bachelor’s degree or equivalent experience required
2-3 years of experience serving in an external client-facing role supporting clients via phone or email
2-3 years of experience using, supporting, or troubleshooting web-based applications
Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
Strong technical, analytical and troubleshooting skills
Outstanding attention to detail and accurateness
Ability to manage and prioritize multiple tasks simultaneously
Working knowledge of incident tracking software and reporting capabilities
Ambition, drive, and ability to learn quickly and adapt to change
Experience with being managed to traditional customer support metrics such as average response time, average case resolution time and customer satisfaction
What it’s like to work at Leap
When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans.
Benefits
Medical, dental and vision benefits – affordable health care plans and company HSA contributions, starting the first of the month following 30 days of employment
401(k) company match
Competitive time off package with 20 vacation days, 10 wellness days, 8 company holidays, 2 floating holidays, and 2 volunteer days
Comprehensive Employee Assistance Program
LifeMart discounts through ADP that include services such as groceries, restaurants, entertainment, pet insurance, auto, cell phone, child care and so much more
Access to the MoveSpring app – an activity platform to enhance physical & mental health: includes company step challenges, exercise content, meditation tools and wellness-focused blogs
Culture and team-building activities
Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
Software Development
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