Client Support Specialist
As the Ninety organization continues to experience exceptional growth, we are looking to bring on a Client Support team member who is specifically responsible for assisting our clients with day-to-day questions. This is accomplished by using our live chat platform to interact with clients as they use the software. The Client Support team members report to the Client Support Team Lead, collaborating with other client success team members to provide exceptional client support via Zoom video calls, email, and live chat from within the software. To be successful in this role, you must have: Exceptional written and verbal communication skills with an ability to delight over various mediums A high level of empathy and drive to be proactive, anticipating clients' needs Experience working in a client-facing role Experience in, or are excited to work in an early-stage environment Ability to manage time effectively, work independently, and be self-motivated Shifts we are looking to fill: During Onboarding: Monday - Friday 9a - 5:30p EST Post Onboarding: Monday - Friday 4:30p - 1a EST Your Key Responsibilities: Be the face of Ninety as an expert in Ninety’s tools, processes, and programs As an expert in Ninety tools, you will provide our users with detailed descriptions of how to perform specific tasks. This ranges from understanding a problem they are experiencing to helping them understand the business case for using the software. You will be aware of any campaigns we have running, how we work with coaches, or other initiatives to communicate accurately to clients. Ticketing Chat/Email: Interpret user needs or questions from conversations. Not all requests are straightforward - You’ll need to be able to research to understand what the user may be asking. This is accomplished through reviewing this session via a recording or looking at their data. Creative problem solving: not all requests are possible, so research to understand what clients want to do to suggest alternatives or solutions that may work for their needs. Take ownership of anything that looks like it could be a bug by investigating the user's account or testing. Reporting these to the Client Success Team and helping them understand what may happen. This role will act as a critical resource between Client Support and Technical Support team. High level of follow-through, ensuring commitments are upheld and communicated to clients. Data entry or assistance for clients with the information they need configured or input into Ninety. Be the eyes and ears of our clients - you are their advocate! Communicate with Client Success to help everyone understand what clients are experiencing or needing from the product. Requirements 2-3 years of Support experience Tech savviness - PC and Mac familiarity Basic Technical Troubleshooting skills Polished and exceptional written/verbal communication Experience in live channel support, including chat-based support, to help clients in real-time while balancing average speed of answer and cost efficiency. Nice to have: EOS knowledge Intercom and Fullstory experience What Success Looks Like: 92% or above satisfaction rating on conversations Under 5-minute response time for inbound comments High level of trust with the internal team, collaborating daily on inbound requests