Customer Support Specialist

We are passionate about transforming businesses through our expertise in OKRs and strategy execution. Our mission is to enhance organizational efficiency and accelerate strategy execution by offering a unique blend of education, consulting, training, and software solutions. As a leader in B2B SaaS, OKR Consulting, Coaching, and Software Implementations, Wave Nine empowers businesses globally to optimize their strategies and achieve measurable results.

Your Role

As a Customer Support Specialist, you’ll be at the front line of ensuring our customers receive the highest quality support and assistance. You will work closely with our clients to resolve issues, provide guidance on using our OKR and strategy execution software, and enhance their overall experience with our services. Your role will involve responding to queries, troubleshooting technical challenges, and educating customers on best practices. Although based in Europe, you will be required to cover US East coast hours.

Key Responsibilities:

• Provide prompt and professional customer support via email, chat, and other communication channels.
• Troubleshoot and resolve technical issues related to our software and escalate complex problems to the appropriate teams when necessary.
• Guide clients through software adoption, helping them understand and utilize features that align with their business goals.
• Collaborate with the Customer Success and Product teams to improve support processes and enhance the overall customer experience.
• Maintain accurate and detailed records of customer interactions and solutions within the support ticketing system.
• Develop, update, and maintain support materials such as FAQs, technical documentation, and user guides.
• Conduct virtual training sessions and develop educational materials to help customers maximize their use of our software.
• Gather customer feedback and insights to help improve product functionality and customer satisfaction.

Qualifications:

• 2+ years of experience in a customer service or technical support role.
• Strong problem-solving skills and a deep understanding of technical support best practices.
• Good English communication skills, both written and verbal.
• Ability to conduct training and support sessions in a virtual environment with a professional video presence.
• Strong customer service orientation with the ability to manage client expectations and deliver exceptional service.
• Familiarity with support ticketing systems, CRM software, and knowledge base management.

Send your applications to [email protected], the main point of contact Kati Schett.