Hybrid Customer Support Specialist Customer Support Specialist with verification

About Skillable

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, drive and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like!

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist.

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career!

Skillable is looking for a Platform Support Agent to join our growing team! The Platform Support Agent will provide excellent customer experience and maintain strong professional relationships with internal and external customers.

This person will join as part of Skillable’s fun and passionate Client Experience team. They will be the primary reference point assisting with many customers, users and internal departments to ensure customer inquiries are answered accurately and efficiently. This person is to showcase strong articulation and have excellent verbal and written skills. This position is the perfect fit if you are one to love learning about our customers and being the voice for them!

Responsibilities

• Support client engagement efforts by responding to incoming phone calls, chats, and resolving tickets in a timely manner utilizing the Zendesk Support Software
• Work cross-functionally and at multiple levels both internally and externally with key stakeholders and customers
• Communicate complex terms to help customers understand and address their inquiries
• Serve as the first line of support and provide world-class customer experience
• Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
• Complete ongoing training required to grow skills and proficiencies to continue thriving in this position and future roles
• Create and maintain content related documentation for both internal and external use
• Build and develop key relationships across the enterprise to help build internal enthusiasm and momentum for task initiatives.
• Support and promote the company values through positive interaction with both internal and external stakeholders on a regular basis
• Respond to questions with documentational information to ensure complete understanding of product and features
• Other strategic business initiatives or special cross-functional project involvement as required
  
  

Qualifications

• 1 - 3 years of experience working in a customer-facing position, delivering first-class service at a fast-paced company; startup tech company preferred.
• Broad technical knowledge of the configuration and management of Windows and Linux preferred through either a college course, work experience or certification
• Familiarity with major cloud provider platforms such as Azure, AWS, and/or Google Cloud
• Technology certifications preferred in one or more of the following: Windows Server, VMWare, Azure, AWS and Virtualization related especially
• Naturally inquisitive with a desire to solve problems and dig into the details
• Experience working cross-functionally and promoting collaborative partnerships to drive results
• Demonstrated ability to prioritize and manage workload and meet project deadlines
• Proven ability to communicate effectively to various audiences/levels including leadership through various mediums
• Desire to enhance and grow your career at Skillable
  
  

Salary Range

The base salary for this position is $45,000 - $55,000 annually. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans.

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges.

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time.

What’s in it for You? Rewards and Perks

Requirements

We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including:

• Fully remote with a monthly stipend to pay for office services and supplies
• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!
  
  

Working Conditions

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time.

Skillable participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work int he U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.