Customer Success Specialist

Job Title: Customer Success Specialist

Role: Customer Service

Reports to: Matt Bray, Operations Manager

Compensation: Starts at ₹ 11LPA

Schedule: 8AM to 5PM, Pacific Time (U.S).

Location: Fully Remote

Position Description and Purpose: Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.

You will function as the cheerleader of the TurnPoint Service Desk team including: organizing and running our short morning meeting where we assign out new tickets and discuss existing tickets, reviewing tickets to identify tickets needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers.

1. Customer Service Responsibilities – 20%:

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Act as liaison between clients and technical staff.
• Function as client interface on phones and ticket thread intake including:
  • Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
  • Perform tech tasks as self-assigned and assigned by tech managers.
  • Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly.
  • Maintain awareness of current work and status, managing tasks through to successful closure.
  • Create tasks, to contribute to client onsite visits and related meetings.
  • Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required.
  • Monitor and update all assigned tickets on a daily basis.
• Record and document tech processes to contribute to TurnPoint Tech Manual.

1. Projects – 70%

• Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks.
• Prepare for and run ticket reviews with tech staff (duties may be shared with a colleague)
• Ensure our daily scrum runs in an efficient manner, up to and including running scrum
• In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service).
• Prepare for and run mid-day triaging and afternoon shift hand off, including preparing summaries.

1. Leadership Responsibilities – 8%:

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Train and mentor the tech team on proper customer service strategies.

1. Special Position Requirements – 2%:

• Obtain and maintain technical certifications as required.
• Ability to move equipment and lift 50 lbs. as required.
• Other duties as assigned.