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Customer Success Associate
San Mateo, California - Added Mar 26, 2018

Full Description:

Customer Success Associate

 



 



Overview



Making a Video Shouldn’t Be a Drag.  It Should Be Drag & Drop!



GoAnimate’s mission is to enable businesses, schools and individuals to make videos – quickly and



easily.  Business has been great the past couple of years.  We are growing rapidly.  We’re now adding to the team to help drive the next phase of our growth.



 



 



Position Summary



Do you love helping people?  Can customers hear you smile over the phone and sense your passion for great service in an email?  Have you always wanted “other duties as assigned” to mean giving demos of a very cool product, and helping prospects select the best subscription plan for their company?  If so, then you should join our San Mateo based team as a Customer Success Associate.

 



 



Responsibilities

Provide basic troubleshooting and assistance to GoAnimate customers via telephone and email



 



Open and assign trouble tickets to others for issues that can’t be solved directly



 



Respond to voice and email messages left by customers, as needed



 



Accurately record information about each handled service request, using provided Customer Relationship Management software and defined processes



 



Recognize and alert others to trends impacting customer service



 



Recommend process improvements, and collaborate with other GoAnimate team members to identify and resolve issues



 



Assist prospects and existing customers with purchase decisions



 



Write knowledgebase articles, conduct webinars, and participate in online community forums



 



Exhibit GoAnimate at trade shows and conferences



 



Adhere to all company policies, procedures and business ethics codes



 



Other duties as assigned

 



 





Experience and Expertise

2+ years experience troubleshooting browser-based computer applications



 



Some exposure or direct experience with at least one of the following:




  1. Affiliate management and tracking software

  2. CRM or support platforms

  3. Lead generation or marketing automation platforms



 



Strong problem solving and analytical skills



 



Preference given to bilingual candidates, with emphasis on Cantonese, Portuguese, Japanese, or Spanish as a second language to English



 



 



Traits & Personal Characteristics



Exceptional interpersonal communication skills



 



Exceptional written and verbal communication skills



 



A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations



 



Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication



 



Reliable, responsible and consistent



 



Patient, helpful and a creative problem solver



 



Ability to work effectively as part of a team and independently



 



Aptitude to learn new software applications quickly



 



 



Education



A college degree is preferred, but not required.



 



 



Location



This is a full-time position based in our San Mateo office



 





Compensation



Competitive Base Salary + Bonus + Equity



 



Health, Dental, Vision



 



401k coming soon



 



 



Contact



 



Have some fun!  Use GoAnimate to make a video introduction!



 



 


Apply for Customer Success Associate

Fill out the form below to submit your information for this oportunity. Please upload your resume as a doc, pdf, rtf or txt file. Your information will be processed as soon as possible.


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