Customer Service and Support
The Infusionsoft Customer Service and Support (CSS) Organization strives to make every customer and partner experience a delight by providing stellar service and support with every interaction.
Our mission is to:
- Provide customers and partners with superior service and exceed expectations
- Resolve incidents in a timely manner
- Form and support service alliances that will improve customer service
- Continually identify ways to improve the customer experience
An ideal addition to the CSS team is an individual who is passionate about providing fantastic customer service and helping our customers grow their business.
Why does our Customer Service and Support Team love it here?
- Ownership mentality
- Top-Notch atmosphere
- Getting to work around the best talent in the Valley
- Departmental Perks
- Working with cutting-edge technology
Openings
Job Title: Support Engineer I
Why work for us?
Infusionsoft has been recognized for its continued growth, entrepreneurship, product excellence, passionate culture and superb working environment:
- Named one of the "Best Places to Work" by Phoenix Business Journal
- Named "Top Arizona Company to Watch" by the Arizona Small Business Association
- Ranked in Inc. Magazine's list of 500 fastest growing private companies in America
- Recipient of 2007 CRM Excellence Award for "Top Small Business Marketing Software"
- Recipient of Spirit of Enterprise Award from the W.P. Carey School of Business at ASU
Job Description:
The Support Engineer I (SE I) resolves technical issues for Infusionsoft’s customer base. In addition, the SE I may provide pre-sales technical assistance when needed. The SE I plays an integral role in the success of the support team.
Responsibilities Include:
- Receives and records incident related information using a variety of tools, techniques and procedures.
- Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality / configuration, the Internet, and general technical issues as pertaining to Infusionsoft.
- Uses knowledge and skills to address customers needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
- May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products.
- Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers.
- Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines.
- Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
- Provides exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.
- Manages customer expectations through to successful completion and user satisfaction
Requirements Needed:
- Minimum 1 year of experience in customer service.
- Associates degree in technical discipline is a plus.
- Excellent skills in troubleshooting software.
- Excellent customer facing, verbal and written communication skills.
- Analytical, methodical, detailed individual.
- Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
Desired Skills:
- Some experience with CRM software
- BS/BA degree
- Some knowledge of HTML and CSS
Benefits:
- A fun yet challenging work environment
- Health and dental insurance (Employee premiums 100% covered)
- Stock Options
- 401(k)
- 2 weeks paid vacation the first year + 1 week personal time
- Paid holidays
- Contributions toward HSA accounts
- Contests, giveaways and incentives
- Company lunches
- Quarterly activities
Another Really Cool Privilege:
- Abbreviated Friday hours (office closes at 2:30pm on Fridays)
