AgencyAnalytics, a leading client reporting platform for marketing agencies, is seeking an experienced Customer Support Specialist to join our remote team
In this role, you’ll provide world-class support to digital marketing professionals worldwide through live chat on Intercom. This remote/hybrid position requires a strong background in customer support, excellent communication skills, and a passion for helping clients succeed. Knowledge of digital marketing and SEO is a plus.
About AgencyAnalytics
AgencyAnalytics is revolutionizing the way marketing agencies track and report on their campaigns. Our platform provides comprehensive reporting and dashboard solutions across various marketing channels, empowering marketers to streamline their workflows and demonstrate the value of their work to clients.
About the Role
As a Customer Support Specialist at AgencyAnalytics, you’ll be the friendly face of our company, providing exceptional support to our global community of digital marketing professionals. You’ll engage with customers through live chat, troubleshoot technical issues, and ensure they have a positive and productive experience with our platform.
This is a remote-first role, offering you the flexibility to work from anywhere in Canada. You’ll be part of a small, tight-knit team that values collaboration, open communication, and a passion for customer success.
Responsibilities
- Deliver best-in-class live chat customer support in a timely manner.
- Use expert problem-solving ability and resourcefulness to provide solutions.
- Apply critical thinking to troubleshoot technical issues.
- Collaborate with Product and Engineering teams to resolve issues/bugs.
- Collaborate with Customer Success and Sales teams to address risks and opportunities.
- Ensure customers are well-supported and educated at every interaction.
- Provide professional and friendly insights to customers.
- Contribute to process and product improvements.
- Think outside the box to find solutions and understand customer needs.
Requirements
- Experience: A couple of years in a similar customer support role for a SaaS company (B2B experience is a bonus).
- Skills:
- Advanced written communication skills.
- High emotional intelligence and ability to build rapport.
- Proven track record of meeting or exceeding customer support metrics.
- Ability to multitask and handle multiple customer inquiries simultaneously.
- Strong problem-solving and critical thinking skills.
- Ability to show empathy, tactfulness, and diplomacy.
Preferred Qualifications
- Experience: Experience with SEO and/or digital marketing, including knowledge of common digital marketing channels.
- Technical Skills: Familiarity with SaaS platforms and related technologies.
F5 Remote Jobs Spotlight: A Career as a Remote Customer Support Specialist
Customer Support Specialists are the frontline heroes of any company, ensuring that customers have a positive experience and receive the assistance they need. As a remote customer support specialist, you have the flexibility to work from anywhere while making a real difference in the lives of customers. This role requires a unique blend of technical expertise, empathy, and communication skills to effectively address customer inquiries and resolve issues.
This remote/hybrid position at AgencyAnalytics offers an excellent opportunity to join a company that is revolutionizing the way marketing agencies track and report on their campaigns. With a strong emphasis on customer satisfaction, teamwork, and professional development, this role is ideal for those seeking a rewarding career in customer support while enjoying the benefits of remote work and contributing to a thriving company culture.
Quick Tips for Applicants: Stand Out as the Ideal Customer Support Specialist
- Showcase Your Customer Support Expertise:
- Go Beyond the Basics: Don’t just list your years of experience in customer support. Provide specific examples of how you’ve exceeded customer expectations, resolved challenging situations, and maintained a positive attitude under pressure.
- Highlight Your Live Chat Skills: This role primarily involves interacting with customers through live chat. Demonstrate your experience with this communication channel and your ability to provide timely and effective support in a chat environment.
- Emphasize Your Problem-Solving Abilities: Showcase your ability to troubleshoot technical issues, identify solutions, and communicate them clearly to users. Share examples of how you’ve successfully resolved customer inquiries or technical issues in previous roles.
- Demonstrate Your Passion for Digital Marketing and AgencyAnalytics:
- Industry Knowledge: AgencyAnalytics is a platform designed for digital marketing agencies. Showcase your understanding of the digital marketing landscape, including SEO, social media, and other relevant channels.
- Company Alignment: Express your enthusiasm for AgencyAnalytics’ mission and your desire to contribute to their success by providing exceptional customer support to marketing professionals.
- Highlight Your Communication and Interpersonal Skills:
- Effective Communication: Excellent written and verbal communication skills are essential for this role. Highlight your ability to communicate clearly, empathetically, and professionally with customers and colleagues.
- Emotional Intelligence: This role requires a high level of emotional intelligence to understand and respond to customer emotions effectively. Share examples of how you’ve used your emotional intelligence to build rapport, de-escalate tense situations, and create a positive customer experience.
- Emphasize Your Teamwork and Collaboration Skills:
- Team Player: AgencyAnalytics values a collaborative and supportive work environment. Highlight your experience working effectively in a team, sharing knowledge, and contributing to a positive and inclusive culture.
- Cross-functional Collaboration: Demonstrate your ability to collaborate with other teams, such as Product, Engineering, Customer Success, and Sales, to resolve customer issues and identify opportunities for improvement.
- Showcase Your Remote Work Capabilities:
- Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
- Productivity and Focus: Highlight your ability to create a productive and distraction-free work environment at home. Describe any strategies you use to stay focused and maintain a healthy work-life balance while working remotely.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.