Founded in 2010, Handshake provides the B2B Commerce platform that helps manufacturers and distributors get closer to their customers with seamless ordering both in-person and online.

Handshake’s Technical Support Specialist will work closely with new and existing accounts making sure they have the best possible experience. Through calls and emails, live chat and support, you will have a direct impact on customer retention. Your role is essential in getting customers ramped up on the product and providing continual support to ensure their satisfaction, usage and ongoing success.

Essential Duties and Responsibilities:

• Answer support tickets and monitor live chat
• Provide telephone support to key accounts
• Troubleshoot and document bug tickets, coordinating with Product and Engineering teams to resolve
• Educate customers on how to navigate and use the platform: web and mobile
• Assist with onboarding and training of new customers
• Develop and maintain client relationships with new and existing users
• Understand and communicate application features and product information for new releases and updates
  

About You:
Energetic and results driven, you can quickly think on your feet. You’re comfortable on the phone talking to customers, providing support and feedback while working closely to resolve any problems in a timely manner.

Desired Skills and Experience:

• 3+ years prior tech support or customer success experience
• Proven ability to troubleshoot and resolve technical issues
• Experience working in an online tech support environment (preferred)
• Ability to explain technical information in a clear, concise manner
• Familiarity with Quickbooks, Xero and Netsuite (helpful)
• Basic understanding of HTML & CSS
• Strong MS Word/Excel skills
• Excellent organizational and time management skills
• Ability to thrive in a dynamic, fast paced startup environment while managing a high volume of calls and emails
• Positive and effective communication skills both written and oral
• 4 year college degree
  

The Benefits of working at "The Shake"

• Comprehensive medical / dental benefits.
• Competitive salary / equity
• Spacious office in NoHo with plants, a shower, a fully stocked bar and plenty of bike parking
• Unlimited PTO Policy