Job description
CUSTOMER SUCCESS - TECH SUPPORT TIER 1
MaidCentral is a cloud-based field service solution for the residential cleaning industry. The solution caters to cleaning businesses looking to scale their operations and increase profitability. MaidCentral is an all-in-one solution designed to help small businesses achieve success.
MaidCentral is an advanced software tool that cleaning business owners invest in to solve the challenges they face to grow and create success. We are a fast-growing company with a culture of excellence and achievement. We have 30+ years of sustained success in the home cleaning industry and are experts in our field.
We are experiencing rapid growth and want to build a best-in-class team. If you have similar goals and want to solve big problems, be an integral part of a team, and be part of a fast-growing and fast-moving software company in the SAAS vertical, we would love to meet you.
RESPONSIBILITIES
As part of the MaidCentral customer success team, you will provide technical support via telephone, chat, email, and ticketing system for MaidCentral customers. You will troubleshoot according to established procedures while documenting problems, troubleshooting steps, and resolutions. You'll manage support tickets and advocate for the customer by “owning” the issue and facilitating technical support from the initial contact to resolution. You will work in a collaborative method with the MaidCentral team.
MaidCentral is a cloud-based field service solution for the residential cleaning industry. The solution caters to cleaning businesses looking to scale their operations and increase profitability. MaidCentral is an all-in-one solution designed to help small businesses achieve success.
MaidCentral is an advanced software tool that cleaning business owners invest in to solve the challenges they face to grow and create success. We are a fast-growing company with a culture of excellence and achievement. We have 30+ years of sustained success in the home cleaning industry and are experts in our field.
We are experiencing rapid growth and want to build a best-in-class team. If you have similar goals and want to solve big problems, be an integral part of a team, and be part of a fast-growing and fast-moving software company in the SAAS vertical, we would love to meet you.
RESPONSIBILITIES
As part of the MaidCentral customer success team, you will provide technical support via telephone, chat, email, and ticketing system for MaidCentral customers. You will troubleshoot according to established procedures while documenting problems, troubleshooting steps, and resolutions. You'll manage support tickets and advocate for the customer by “owning” the issue and facilitating technical support from the initial contact to resolution. You will work in a collaborative method with the MaidCentral team.
- Act as a consultant and provide partners with excellent support
- Develop expert knowledge of our products and create efficiencies in our processes
- Identify, troubleshoot and resolve issues encountered by users, and confirm and report bugs
- Bring client feedback to the team and suggest areas for improvement
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Follow up with customers, provide feedback and see problems through to resolution
- Ability to complete non-help desk/support projects as needed
ADDITIONAL REQUIREMENTS
- Work hours are variable and may adjust from time to time based on the needs of our customers.
- Nights, weekends, and holidays are required at times.
QUALIFICATIONS
Motivation and ability to work as part of a distributed team
Learn quickly, are self-motivated, and are proactive in taking initiative
- Self-disciplined to use time and resources effectively
- Experience dealing with clients in any capacity, including but not limited to call centers, IT support, service industry
- Have Support Center experience with SaaS products
- Enjoy working with different technologies and able to learn new technologies and concepts quickly
- Are highly organized, intelligent with excellent attention to detail.
- Have excellent written and verbal communication.
- Are friendly, optimistic, and have a high level of energy.
- Have a good eye detail - able to quickly see when something is not accurate
- Adaptable to change.
- Excellent telephone and email etiquette
- Experience using help desk software including Zendesk, Hubspot or equivalent is preferred.
- Experience using a knowledge base system is preferred.
BENEFITS
- Start-up culture backed by 30+ years of experience – for those looking to work hard and develop in a rewarding career with growth opportunities.
- Remote work environment.
- Company matching 401k plan.
- Performance-based compensation and incentive programs.
- Benefits plan including PTO and medical.
CORE VALUES
1. Growth Mindset - We are looking for people that appreciate a challenge. We are focused on incremental improvement of both ourselves and the product. Creating a better future is our ultimate driver.
2. Candid Communication - We don’t sugarcoat anything, and you’ll never wonder where we stand: we’re direct, honest, and candid for the greater good. We’re each other's toughest critics - but we’re also each other’s biggest fans and loudest supporters. Feedback is fast and furious, always focused on creating the best outcome for our partners.
3. Achievement Focussed - We don't just like to talk about things. We get things done. We are doers, and we care about results. We think critically and then put that into action to solve problems big and small for our team and for our partners.
4. Customer Driven - We are obsessed with our mission to create a platform that elevates the home cleaning industry. Our mission is to help our partner companies create happier customers, better jobs for their employees, and more success and profits that they can reinvest and grow. We are driven to give our partners the tools, data, and support they need to thrive in every facet of their business.
5. Play The Long Game - We are committed to building a world-class product in support of our partners and our industry. We don't take shortcuts, and we don't let short-term wins distract us from our long-term vision. We are process-driven. We build repeatable and scalable systems that help us deliver consistently delightful results.
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