- Junior
ClearlyRated is a leading organization dedicated to helping businesses leverage customer feedback to drive service excellence and growth. We are committed to delivering exceptional experiences through our data-driven solutions, collaborative culture, and focus on customer success.
We are seeking a highly motivated and detail-oriented Support professional to join our dynamic team. The successful candidate will be responsible for ensuring our customers’ success during onboarding and throughout their engagement with ClearlyRated. This includes triaging incoming issues from our global customers and delivering both standard support services and managed (paid) services to specific customers under a “white-glove” model.
We are seeking a highly motivated and detail-oriented Support professional to join our dynamic team. The successful candidate will be responsible for ensuring our customers’ success during onboarding and throughout their engagement with ClearlyRated. This includes triaging incoming issues from our global customers and delivering both standard support services and managed (paid) services to specific customers under a “white-glove” model.
Key Responsibilities
Provide Level One help desk support
● Handle “how to…” questions from users
● Triage and assign incoming tickets to the appropriate team (e.g. Engineering, Product, Data Ops, CSM, and others)
● Follow through on issues that require expertise from other teams by directing the issue to the appropriate team for further review.
● Provide ticket progress updates to Customer Success Managers and other relevant stakeholders
● Provide high touch support to specific high value customers.
● Engage with the Customer Success Managers to provide success to our customers
● Help upload customer data into the platform as well as validate accuracy of customer data and provide feedback to customers on how to improve provided data
Skills, Knowledge and Expertise
● Experience with MS Excel
○ Can perform basic operations and have good knowledge of MS Excel functions
○ Ability to filter, replace, and edit data
● Experience with customer support
● Experience troubleshooting customer issues
● Experience working with JIRA
● A high level of written, spoken, and interpersonal communication skills in English
● Team-oriented attitude
● Cross-functional collaboration experience (Engineering, Product, Data Ops, CSM, etc.)
● Ability to work independently with minimal oversight
