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Gravyty · 2 months ago

Customer Support Specialist Tier I

United States

Full-time

Remote

Entry Level

$48K/yr - $72K/yr

1+ years exp

Gravyty is an innovative SaaS company hosting virtual networks for enrollment, mentoring, engagement and fundraising needs in the academia and non-profit space. We are seeking a Customer Support Specialist to join our Global Customer Care Team, responsible for handling customer inquiries and ensuring satisfaction through various channels.

AlumniEducationNon ProfitSaaSSoftware

Growth Opportunities

Responsibilities

Handle incoming customer inquiries from request-to-resolution in a prompt and professional manner

Reproduce, document and escalate technical bugs to development teams

Assist with the creation and optimization of support documentation and best practices

Provide service through a variety of channels (tickets, chat, community posts, and more)

Liaison between customer and internal departments with a focus on customer satisfaction

Identify areas of weakness and product/process improvement

Provide a high level of client service with proven problem-solving and technical troubleshooting skills

Qualification

Customer support experienceB2B SaaS experienceCRMTicketing systemTechnical aptitudeHTML/CSS understandingSQL understandingJavaScript understandingAPI concepts understandingAWS familiarityAutonomous workNative EnglishCommunication skillsProblem-solving skillsAttention to detail

Required

Native English level - MUST

1-2 years in customer support roles

Experience working within a B2B SaaS organization or higher education

Strong written and oral communication skills and technical aptitude

Proactive and solutions-oriented with high attention to detail

Ability to work autonomously in a high-paced working environment

Preferred

Experience working with a CRM or ticketing system preferred

Technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts a plus

Familiarity with AWS a plus

Benefits

Competitive benefits

Employer-matched retirement plans

Flexible time off

Supportive environment

Company

Gravyty

We help institutions stay connected to students and alumni they serve by improving communication, simplifying support, and strengthening relationships to drive better outcomes at every stage of the journey.

Founded in 2009

London, England, GBR

51-200 employees