PREMIUM SUPPORT SPECIALIST Position Overview GrowthZone believes that communities matter, and associations are often unsung heroes in allowing communities and industries to thrive. We put our energy toward empowering those associations so they can in turn propel their members. We do this by working together to invent, develop and support the world’s leading association/membership software platforms. We are nestled in mid-Minnesota where we believe we can grow an operationally excellent, high growth SaaS company that rivals those in traditional tech hubs. We do this by serving our customers with excellence, serving each other and caring more about our team success than our own. Position Summary: The Premium Support Specialist will provide quality, personalized support on a daily basis to a primary group of customers. The primary function is assisting customers with support and creating and maintaining the excellent relationships that are the foundation of our success. Premium Support customers pay for this level of support. The Customer Support department is the face of the company. Role and Responsibilities: - Provide ongoing support to our Premium Support customers. Ensure tickets are responded to within 24 hours. With the initial service offering, there is not a phone or chat queue associated with this service. - Conference calls and meetings will be scheduled with customers as needed. Customers will have access to the general Chat queue. - Premium Support Specialists will schedule and provide a monthly ticket review with each customer. - Provide system consultations for customers including education on existing functionality or introduce them to new functionality working collaboratively with Engagement and other teams for implementation. - Assist with set-up support; this may include the initial set-up of a module or a complex process. - Take responsibility for account maintenance. May include goals such as proactively contacting a target number of customers each month/quarter. - Provide advanced support in most, if not all areas of GrowthZone. - Build relationships with and advocate for customers. - Complete expected level of ticket volumes and satisfaction rating. - Collaborate with L1, L2 or Web as needed on incident or problem management. - Provide back-up support to the general phone, chat and ticket queues as needed. Required Skills - Bachelor degree in computer science, IT, IS or related field or Associates + 3-5 years of experience preferred. - Motivation to provide immediate interaction with customer by acknowledging and assuring them that their concerns will be resolved. - Advanced knowledge of SQL. - Excellent verbal and written communication skills delivered over the telephone and via email. Ability to communicate clearly. - Ability to work independently, stay organized and be diligent on follow-ups. - Mastery in the areas of billing, event and member management of the software. Advanced knowledge in other areas of GrowthZone. - Capacity to effectively manage project-based work. - Chamber of Commerce or Association experience appreciated, but not required. #LI-remote
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