Customer Support Consultant

Company Description

Why Campfire?

Opportunities arise. Competitors emerge. Demand shifts. Volumes change. Prices rise and fall. Meanwhile, the bottom line, governing the most important decisions a CEO will make, hangs in the balance, as stakeholders await word on earnings, growth, prospects, and stock price.

That’s where we come in! Campfire’s unique, powerful, and cost-effective solution has kindled a growing base of happy customers around the world by bringing future and current revenues and costs under a single roof, with advanced functionality to create, analyze, and modify plans, optimize portfolios, and manage long-term profitability.

Campfire’s technology sparks unprecedented insight into a company’s bottom line, unleashing the freedom to focus on the decisions that matter most. Join our visionary tech company and talented and passionate team as we continue to develop such valuable systems.

Job Description

We are seeking a motivated and empathetic Customer Support Consultant to join our dynamic support team. The ideal candidate will be passionate about helping customers succeed, adept at troubleshooting technical issues, and skilled in communicating solutions clearly. You will play a critical role in ensuring our customers maximize the value of our SaaS platform while maintaining high satisfaction levels.

Campfire offers opportunities for long-term career growth to successful team members who aspire to deeper technical, project management, or other leadership roles in the company as we believe in building our team from within. Being a Customer Support Consultant is an ideal place to start your career as you will learn both about innovative technology and a wide breadth of customer business solutions.

Key Responsibilities

• Customer Assistance: Respond to customer inquiries via email, live chat, and phone, providing timely and accurate solutions to technical and product-related questions.
• Issue Resolution: Diagnose and troubleshoot software issues, escalating complex cases to Tier 2 support or engineering teams when necessary.
• Release/Patch installation: Application pre-verification and post verification, user communication, Monitoring post patch issues, Trouble shooting and escalation.
• Release notes: Reviewing Release Notes, Providing Feedback on Release Notes and distributing release notes to CSM’s or Customers and update Knowledge based on the release notes
• Onboarding Support: Guide new customers through platform setup, ensuring a smooth onboarding experience.
• Knowledge Base Contribution: Create and update help articles, FAQs, and tutorials to empower customers to self-serve.
• Customer Advocacy: Gather customer feedback and share insights with product and development teams to drive platform improvements.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Collaboration: Work closely with Implementation, product, and engineering teams to ensure seamless customer experience.

Qualifications

• Experience: 0-3 years of experience in customer support, preferably in a SaaS or technology company.
• Technical Skills: Familiarity with SaaS platforms, basic troubleshooting, and experience with CRM tools (e.g., HubSpot, Zendesk, or similar).
• Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical skills and a proactive approach to resolving customer issues.
• Empathy: A customer-first mindset with a passion for delivering outstanding service.
• Adaptability: Comfortable working in a fast-paced environment and adapting to evolving product features and customer needs.
• Education: Bachelor’s degree in a related field (e.g., Business, Computer Science, or Communications) or equivalent experience.
• Bonus Points: Experience with API troubleshooting, basic SQL knowledge, or multilingual proficiency.

Additional Information

Currently, Campfire is working remotely with the exception of 1 day a week in office time.

All your information will be kept confidential according to EEO guidelines.

We do not accept unsolicited 3rd party resumes.

Originally posted on Himalayas