FreshRemote.Work

Customer Advocate - Technical Support

Remote

Location: Remote (East Coast or Central working hours) or NYC

Conductor is a leading Website Optimization & Intelligence platform. Today’s top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate—and protect—digital growth.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

Summary:

This is an entry-level position. As a Customer Advocate at Conductor, you will play a crucial role in providing front-line customer support to our global customer base. The Customer Advocate is the face of our product and is a burgeoning platform expert. You’ll interact with our customers every day and create meaningful, delightful experiences for them. You will guide users to answers within our knowledge base, educate them on best practices, and troubleshoot challenging technical issues. Partnering with your peers and cross-functional teammates, you’ll work to bring resolution for and clarity to issues raised by both internal (your fellow Conductors) and external customers. You’ll get all the help you need, but you’ll need to be comfortable being independent to be the most successful in this role. 

Duties/Responsibilities:

  • Respond to customers promptly and professionally via email and chat to address inquiries, troubleshoot issues, and resolve problems related to the platform.
  • Maintain accurate and up-to-date records of customer interactions, inquiries, and solutions in our Zendesk ticketing system. 
  • Assist in creating and updating customer facing documentation, tutorials, and knowledge base articles to empower users to self-serve where possible
  • Identify and diagnose customer issues and escalate complex or unresolved issues to higher level support or to the appropriate department while ensuring that the customers are kept informed of progress
  • Develop and maintain a deep understanding of our Conductor products, features, and capabilities to effectively guide customers and provide solutions to their inquiries or problems.

Required Skills/Abilities: 

  • High school diploma or equivalent,; Bachelor’s degree preferred
  • Strong communication (written and oral) and interpersonal (organization, friendliness, etc) with the ability to convey complex technical information in a clear and understandable manner.
  • A customer-focused attitude, encompassing strong customer service skills …
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Job Profile

Benefits/Perks

Competitive compensation Overtime opportunities Remote work

Tasks
  • Create documentation
  • Maintain records
  • Respond to customer inquiries
  • Troubleshoot issues
Skills

Communication Customer Support Hubspot Intercom Problem-solving Salesforce Technical Support Zendesk

Experience

0 years

Education

Bachelor's degree High school diploma

Timezones

UTC-5 UTC-6