Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM
Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis
Actively manage client support cases on a daily basis
Respond to client-reported issues in a timely manner and / or per service level agreements
Develop and maintain product expertise, including best practices to provide value to customers
Author and maintain internal and external product knowledge base articles
Build strong cross-functional relationships
May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
3-5 years of prior experience in Technical Support
Passion for delivering outstanding customer experience
Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
A natural investigator who can demonstrate analysis, problem-solving and troubleshooting skills
Detailed, organized and results-oriented, with a strong level of attention to detail
Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
Highly desirable to have experience with making CRM (Salesforce) customizations
Bonus to have professional programming / scripting experience, experience with Microsoft Exchange, and / or configuring SSO
Experience with Database queries and joins(MySQL, MS SQL or Postgre). Exposure to Mongo would be desirable
Experience with JSON or other structured data format
4 year BS degree required, Computer Science, Engineering or Math preferred
You'll often hear our CEO talk about "Being Remarkable". To Clari, remarkable means many things. First and foremost, we believe in providing work that's interesting and meaningful, in an environment that's nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.
Efforts have to be recognized. Voices have to be heard. And work / life balance has to be baked into the very fiber of the company.
We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running.
We'd love to have you join us on our journey to remarkable!