We are looking for an exceptional Support Specialist to join us in our mission to help every employee drive the change they want to see, through Peakon.

You will be joining a global Support team, learn about our products and support some of the biggest brands in the world.

You will be the first point of contact for our customers, you will answer their questions through our different support channels (email, chat, video) and escalate where necessary. You will partner up with the rest of the team to actively monitor support queues and achieve key metrics and targets, including response times, volumes, effectiveness and satisfaction scores.

As a Support Specialist, you'll become an expert on the Peakon product suite, you will build relationships with our clients and educate them on our product features and methodology. You will help our users optimize their use of Peakon by providing and contributing to best practices, help center material, training content and internal documentation.

You will have the opportunity to learn how these organizations use Peakon on a day-to-day basis, and you will collaborate with various departments to raise awareness of customer praise, pain points and struggles.

Last but not least it will also be possible to lead or participate in projects, outside of the queues, to improve our team or processes.

We welcome your application even if you do not meet all of the criteria listed below, but are excited about the opportunity of mastering this role. We know that skills are not static and growth is continuous, so we are happy to help you take your career to the next level together and are committed to your development at Peakon.

Responsibilities

• Become the first point of contact for our global customer base through email, chat and video.
• Triage incoming requests, spot and flag trends and escalate issues to the Technical Support team.
• Become an expert on our Peakon product suite and methodology, whether it’s helping customers or explaining the why behind an answer to an internal team.
• Foster customer education and self-service by creating, enhancing and providing internal and external documentation.
• Collaborate with other internal teams to escalate requests, ensure a great customer experience and share users’ feedback.
• Work closely with Customer Success to help resolve their customers’ issues. We work with Enterprise companies and often need to coordinate with multiple stakeholders.
• Seek out and suggest new ways to educate, optimize and automate team knowledge and processes.
• Partner with the rest of the Customer Success team to discover, analyze and communicate innovative ideas, to improve our customer experience

Requirements

• Minimum 2 to 3 years experience in a Customer Support role, preferably in a SaaS B2B setting.
• Fluency in English, additional languages are a plus.
• Great communication skills. You have a talent for taking something complicated and explain it simply.
• Ability to evaluate, troubleshoot and follow-up on customer requests as well as replicate and document for further escalation.
• Experience with writing and publishing documentation.
• Proven capability to foster teamwork and collaborate with other teams across multiple time zones.
• Ability to multitask, prioritize and manage time effectively to support strong customer service focus.
• Love to teach others and you’re eager to learn as much as you can. You will assist with support training, including onboarding of new support team members.
• A proactive approach to self-education and professional development. You are self-motivated and possess a strong sense of responsibility and initiative.
• Experience with Zendesk, Clickup and JIRA is highly preferred.
• Experience with Podio, Salesforce and Microsoft Office (Excel, xls and csv files) is a plus.
• Flexibility to help ensure our customers are supported during varied hours and holidays. You will help the support team to manage fluctuating workloads and shifts. This can include tasks such as: taking over challenging or overdue tickets, working the support inbox, providing support on several channels and covering other shifts when necessary.