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Mustad Friesland · 3 weeks ago

Customer Support & Success Specialist-EQUINET

Forest Lake, MN

Full-time

Hybrid

Entry Level

$45K/yr - $45K/yr

1+ years exp

Mustad Friesland is the world’s largest manufacturer and seller of hoofcare products, and they are seeking a Customer Support & Success Specialist for their EQUINET platform. The role focuses on providing user support, driving customer success initiatives, and maintaining communication to enhance user satisfaction and product engagement.

Consumer Goods

Responsibilities

Respond to user inquiries via Freshchat, email, and community channels promptly and professionally

Assist users with product walkthroughs, onboarding sessions, and basic troubleshooting

Provide demos and assist with customer education initiatives

Support Mustad customer support occasionally as needed

Track customer feedback, identify patterns, and proactively work on solutions or feature suggestions

Ensure a smooth onboarding process for new customers and help increase product adoption and satisfaction

Maintain ongoing communication with clients to understand their goals and ensure they receive maximum value

Ensure the support and FAQ pages are continuously updated based on recurring inquiries and product updates

Manage and moderate user communities and forums to foster engagement and knowledge sharing

Work closely with marketing and product teams to align messaging and updates

Use tools like Jira to report bugs, track issues, and follow up on resolutions

Collaborate with the product and dev teams to escalate complex issues and test solutions before deployment

Stay familiar with platform updates and be able to communicate high level digital technical topics in simple terms to end-users

Qualification

Customer support experienceSaaS platform knowledgeCommunication skillsFreshchat proficiencyJira proficiencyCommunity engagementTechnical explanation skillsDocumentation management