Customer Support Specialist

Are you passionate about building strong rapport with customers and learning technical skills? Do you have a knack for problem solving? Do you enjoy working with software to create impactful solutions for end-users? Are you looking to make a splash as part of a small but growing team? If you answered "Yes'' to all those questions, then we're looking for you!

The Customer Support Specialist plays a key role on the Customer Success team, otherwise known as FMX's secret weapon. We stand out in the industry due to our world-class customer support, which has earned us a 98% customer satisfaction rating! Customer Support Specialists are FMX product experts and act as the frontline support for all customer questions and technical issues. In this role, you'll manage a high volume of inbound support tickets, phone calls, live chat messages, and specialized customer projects and also provide product support for our implementation and retention teams. You'll be expected to take initiative, meet project deadlines, and provide timely responses to customer inquiries. You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way.

You can expect to dedicate 75% of your time to supporting our customers, 15% investigating product-related issues, and 10% providing assistance to the implementation and retention teams.

Responsibilities:
As a Customer Support Specialist, you will:

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high-level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

Requirements

Preferred Experience & Qualities

What are we looking for in this role?:

• 1-3 years of experience in Customer Support, SaaS, or a related role
• BS/BA degree is preferred
• Background in customer support and/or IT helpdesk is a major plus
• Customer-centric mindset; a 98% customer satisfaction rating is a mark you strive to uphold
• You're a problem solver and have demonstrated the ability to analyze, troubleshoot, document and resolve complex technical issues in a timely manner
• Can handle a high volume of support cases and consistently meet established SLAs
• Exhibit exceptional written and verbal communication skills
• You're compassionate and skilled in building rapport and relationships with customers
• Proven experience working in a deadline-driven environment with great results
• You take pride in your work; quality is of the utmost importance
• Comfortable leading training sessions with end-users with varying levels of technical knowledge
• Demonstrate a high attention to detail and excellent time management/organizational skills
• Innovative mind and can use your creativity to create impactful solutions for end-users
• Self-motivated and able to thrive in a fast-paced, competitive environment
• Willingness to travel a few times a year
• A match with our core pillars: Teamwork, Excellence and Integrity

Tech Stack:

• FMX (We love our own product!)
• Zendesk
• Microsoft Excel
• G Suite
• Planhat

The hiring process for this role:

• Apply! Submit your resume and answers to the application questions via the Workable portal.
• Phone screen with HR: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
• Hiring manager conversation: A 60-minute conversation with the Manager of Customer Success. Be prepared to discuss your background as well as what you're looking for in your next role and what direction you see your career path taking. Also, a great time for you to ask questions about the expectations for this role, team culture, etc.
• Final Interview: A 30-minute peer conversation with the Enterprise CSS team to gain insight into the team's culture, get a feel for their day-to-day work, and ask questions
• Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person.

Benefits

FMX Benefits and Life at FMX:

• You'll make a big impact: You'll have significant influence over the direction of our product and the future of our company.
• Competitive benefits: 100% company-paid health, dental and vision insurance.
• Work from home: At FMX we are remote first, but you're welcome to use our office as you need. We have one all-company event each year to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers. When you're in the office, you can take advantage of our free snacks, beverages, and office kegerator.
• Home office stipend: We'll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies: If you're sick, why should that cut into your vacation time?
• Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• You'll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously.
• You'll have a chance to grow professionally with the team: We gather daily to share insights and resources. In addition, we have a weekly book club where we discuss professional development books and look for ways to grow as Salespeople.

Compensation:

• The base salary range for this position is expected to be $52,000. There is also bonus potential. On target earnings for this role is expected to be $55,000.
• 401(k) and medical / dental / vision / short and long term disability / life insurance

Other considerations: The candidate for this position can be located anywhere in the US.

Company:

FMX is founded and headquartered in Columbus, Ohio and develops a cloud-based, software-as-a-service facility maintenance and management product. FMX serves education, property management, manufacturing, and other markets and is one of the fastest-growing companies in its space. Check us out at: https://www.gofmx.com/

Note: All other company requirements are documented in the FMX Teammate Handbook. FMX is an equal opportunity employer and a drug-free workplace.