Job Description

Job Description

Job Description

Salary: $50,150-67,850

About Co-Active Training Institute:

As the trailblazers of coaching, CTI has emerged over the last 30 years to become the place where the best coaches and leaders are trained. At its core, CTI is a concept and modality on how to be in relationship with self, other, and a system. In the last ten years we moved from being founder-led to employee-owned and believe that our collective responsibility to our mission is what will make us thrive. Co-Active is so much more than courses, it is a way of altering how the world communicates, leads and creates change, and we believe that this change is and will be created by the people we train as coaches and leaders. We aspire to create a movement that brings more responsibility and wholeness to the leaders who want to create change at the level of self and system and believe Co-Active is the answer.

Position Summary:

The Customer Support Specialist is responsible for providing advanced technical support and troubleshooting to customers who require more in-depth assistance. This role involves diagnosing issues, providing solutions, and escalating cases as necessary. The specialist will work closely with the customer support team and other internal departments to ensure customer satisfaction and issue resolution.

Key Responsibilities:

• Technical Support: Provide advanced troubleshooting and technical support for software, hardware, or service-related issues reported by customers.
• Escalation Management: Handle escalated issues from customer support representatives, ensuring that more complex problems are resolved or appropriately escalated, if necessary.
• Maintain clear and professional communication with customers, keeping them informed of issue status, potential solutions, and resolution timelines.
• Record detailed case notes and solutions in the customer relationship management (CRM) system to ensure accurate records and knowledge sharing within the team.
• Collaboration: Work with internal teams, including engineering and product development, to resolve issues and improve the product based on customer feedback.
• Knowledge Base: Contribute to the creation and maintenance of a knowledge base, including writing and updating articles, FAQs, and guides.
• Training: Provide support and training to Tier 1 staff to improve their problem-solving abilities and knowledge.
• Monitoring: Monitor and report on trends in customer issues, identifying potential areas for improvement in the product or service.
• Customer Satisfaction: Ensure high levels of customer satisfaction by resolving issues efficiently and effectively.

Qualifications :

• Experience: 2+ years of experience in a customer support role, preferably in a technical support environment.
• Technical Skills: Strong understanding of the product or service, including common issues and resolutions. Experience with CRM systems and support tools.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Communication: Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Teamwork: Ability to work effectively in a team environment and collaborate with other departments.
• Customer-Focused: Strong customer service orientation with a commitment to providing outstanding support.
• Preferred Qualification: experience with HubSpot or Moodle is nice to have but not required.
  

Youre Excited about Us because:

• Wellness Fridays, every other Friday off throughout the year!
• No Meeting Fridays on the alternate Fridays
• Generous PTO and annual holidays
• Youll work remotely from your home
• Medical, dental, vision plans available
• Monthly Technology Stipend
• Employee Stock Ownership Plan
• 401k Retirement Plan
• Employee Registration Program for our very own CTI programs
• Parental Leave

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