The Customer Support, Triage Specialist is responsible for day to day queue management consisting of routing incoming support tickets, diagnosing Customer requests, identifying trends, and reporting on ticket metrics to drive continuous improvement.

The Customer Support Triage Specialist is a member of the Success Operations Team who is able to operate in a fast paced environment and quickly make decisions and adjustments based on incoming ticket volume, pattern recognition, and variance to baseline.

To be successful in the role this person will need to be well organized, adaptable, and highly knowledgeable in Outreach support and troubleshooting. The goal for this role is to manage incoming ticket capacity to meet customer commitments from an SLA and experience perspective. This role is directly accountable for routing tickets to the resource that can most effectively solve customer queries, as well as rolling up their sleeves when needed to handle Customer requests.

Responsibilities

• Own incoming Support ticket triage and routing with the ability to quickly understand Customer needs from basic questions to advanced technical support
• Assign tickets to appropriate queues based upon required skill-set, issue urgency, and available resources
• Work directly with Customers to resolve Support tickets on the first-touch and/or reach out for more information as needed
• Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce handoffs, and increase Customer Satisfaction
• Proactively alert management of escalations or potential service disruptions and assist as needed
• Escalate tickets as needed across departments and teams
• Update ticket information and enter additional notes and data fields 
• Merge tickets from multiple submissions and parse out multiple topics when included on one ticket

Requirements

• 2+ years of experience in Customer Service, preferably in a Technical SaaS environment
• Extensive knowledge of Outreach from a product and troubleshooting perspective
• Experience with Zendesk and Salesforce required
• Intermediate understanding of data and reporting tools including Tableau and Excel
• Bachelor's degree preferred, or deep relevant technical experience

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status