Senior Client Support Representative

MomentFeed - Santa Monica, CA (30+ days ago)3.8

MomentFeed is looking for an ambitious new team member to serve as a Client Support Representative. This person must be a versatile candidate that can work closely with MomentFeed’s Technical Services, Client Success, Product, Sales, and Marketing teams. This team member will report to our Director of Client Support, and will interact with our rapidly growing customer base every day. The position offers a great way to get a wide range of experience working with a fast-growing tech company.

You will:
  • Triage, respond to, and troubleshoot a high-volume of inbound client support requests while maintaining a high standard of client satisfaction
  • Resolve support requests in a timely manner
  • Investigate, diagnose and document product bugs that are affecting clients, and communicate the resolution priority appropriately to the engineering team
  • Serve as liaison between clients and MomentFeed’s support and product/engineering teams for technical issues and escalations
  • Serve as MomentFeed platform expert for both internal teams and MomentFeed’s client base
  • Draft support articles and other materials that will help clients self-service
You should have:
  • Bachelor’s Degree
  • 5+ years in a client facing support role
  • Ability to understand highly complex or technical concepts and translate them to a non-technical audience
  • Ability to think quickly and react appropriately when challenged with unfamiliar scenarios
  • Relentless curiosity and determination to investigate complex issues
  • Strong self-discipline, and the ability to work both independently and as part of a team
  • Ability to juggle multiple tasks/projects and prioritize based on urgency & importance
  • Impeccable written and verbal communication, time management and organizational skills
  • Passion for technology and continued learning