Customer Support Specialist

Company: Mapistry
Location: Berkeley
Posted on: January 12, 2022

Job Description:

Want to build the future of environmental compliance? Mapistry is looking for a Support Specialist passionate about software and the environment to join our team. We are looking for a self-starter who loves the idea of using software to solve environmental challenges. Your primary goal will be to assist industrial facilities utilizing Mapistry to comply with the extensive set of environmental regulations related to stormwater, hazardous materials, hazardous waste, air, wastewater, and/or Spill Prevention Control and Countermeasures (SPCC).

As our first Support Specialist, you will be reporting directly to our VP of Customer Experience, Maya Colato, as you become an integral part of the CX team and our Customers' success stories. You will mainly focus on prioritizing and responding to incoming support requests, helping customers manage their Stormwater lab data, supporting internal implementation team members, and escalating issues to the internal product team. You'll have the opportunity to shape the foundation of our support team and work with enterprise brands all while helping to transform and build the next generation of environmental software.

What You'll Do

• Develop a deep understanding of Mapistry's software and learn about industry needs, challenges, and pain points
• Drive to influence newly defined role at a consistently evolving software company
• Own technical and product support to guide clients through our Zendesk ticketing system, live chat, virtual training, product guide material, and call line
• Create new product guide content (in-app messaging via Pendo, product guide articles, videos)
• Manage stormwater data uploads for customers
• Catalog customer feedback and inform the product team to help improve and expand software capabilities
• Support the onboarding process to ensure successful implementations, as-needed
• You will be a key part of building the team and impacting the culture of our growing Customer Experience team.
• Work cross-functionally with Customer Success, Implementation, Solutions Engineering, and Product.
• Help drive teams internal processes, ideas, and projects forward.
• Manage customer expectations - never over-commit and under-deliver.
• Help customers with their use of Mapistry's products which includes, reporting and delivering metrics, raising enhancements, and more!
• Helping with other CX initiatives as needed
  
  Requirements
  
  • 1+ years of Customer Support at a B2B SaaS company
  • Located in the Western Hemisphere
  • Superior customer service and communication skills (verbal and written)
  • High attention to detail
  • A patient and professional demeanor when handling challenging cases
  • An entrepreneurial spirit, willing to experiment with different support models and identify the best fit for the customers
  • An analytical, creative, and compassionate approach to problem-solving
  • Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Low ego and a willingness to not only learn, but also teach, lead, and follow
  • Experience working with cross-functional teams (Marketing, Product, Sales, Solutions Engineering) to provide Voice of the Customer
  • An ability to operate autonomously and adapt in fast-changing environments
  • Intellectual curiosity-surface level answers dont do it for you. You dive into the details and the data because youre not satisfied until you get to the root cause or attain a fundamental understanding of whatever it is youre working on
    
    Preferred:
    
    • Experience using Zendesk, Github, and Pendo
    • Experience creating accessible product guide content
    • Interest in Environmental Compliance
    • Experience using Project Management tools
    • Being an Excel guru
      
      Benefits
      
      Mapistry Offers
      
      • A fast-paced and collaborative environment where you can protect the environment and support manufacturing jobs
      • Opportunity to help build and prove out our Customer Experience strategy
      • Ownership of processes and work execution
      • Competitive compensation
      • Multiple medical and dental options (some 100% paid for by Mapistry)
      • Disability Insurance
      • Unlimited PTO
      • Paid maternity & paternity leave
      • Cellphone/Internet Reimbursement
      • Coworking Reimbursement
      • Flexible work schedule
      • 401(k) options (unmatched)

Keywords: Mapistry, Berkeley , Customer Support Specialist, Other , Berkeley, California