Granum · 4 hours ago
Customer Support Specialist (T1)
United States
Full-time
Remote
New Grad, Entry Level
$45K/yr - $60K/yrGranum is a leading software company dedicated to serving landscapers and arborists across North America. They are seeking a Customer Support Specialist to handle tier 1 customer inquiries and troubleshoot issues while providing valuable feedback to enhance support processes.
Computer Software
No H1B
Responsibilities
Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
Directly troubleshoot customer issues and resolve them by implementing attainable solutions
Evaluate and escalate bugs to development as they come to your attention inside the product
Provide feedback to develop support processes. Your input will ultimately add value for our customers
Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation)
Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
Work cross-functionally with other members within the organization
Qualification
Required
A bachelor's degree or equivalent experience
Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
Ability to apply sound judgment and product knowledge to deliver timely solutions
Fast learner with a track record of mastering new technical tools and systems
Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
Previous experience in a high-volume support/customer service role
Analytical mindset with strong research and problem-solving skills
Applicable technical writing skills
The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner
The ability to multitask and prioritize trouble tickets as they come in
Clear and concise communication skills
A strong growth mindset and a desire to learn
A natural puzzle solver
Preferred
Previous experience working for a SaaS startup
Experience with ticketing systems like Zendesk
Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)
Benefits
Comprehensive medical, dental, and vision coverage with multiple plan options
HSA/FSA accounts
Disability and life insurance
Employer-funded HSA-based benefits plan with drug, dental, and mental health coverage
401(k) matching for U.S. employees
RRSP matching for those in Canada
Tailored career development conversations and support for tools, courses, and resources
Unlimited Paid Time Off
Paid company holidays
Company-wide winter break from December 24 to January 1
Company
Granum
Granum is the unified software ecosystem behind LMN by Granum, SingleOps by Granum, and Greenius by Granum, built specifically for North American landscaping and arborist businesses.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase