Tier 1, Customer Support Specialist

About Alpine Iq

Alpine IQ was founded in 2019. At its inception, Alpine IQ developed a groundbreaking tool to manage customer data compliance across multi-state/ provincial regulatory environments. This concept later sprouted organically into a full suite of tools to protect, segment, promote, and sync consumer experiences both in-store and online. The Alpine product lineup includes many components that work seamlessly together on top of high-risk industry specific 3rd parties to power loyalty systems, mobile apps, marketing, point of sale, marketing messaging automation, referral programs, store review automation, in-store screens, and more.

About The Role

As a Customer Support Specialist at Alpine IQ, you will be at the forefront of ensuring our customers have a seamless and exceptional experience with our software. You will provide top-notch support, assist in troubleshooting issues, and offer guidance to help customers make the most of our SaaS products. Your commitment to customer satisfaction is pivotal to our mission of delivering unparalleled service and fostering long-term customer relationships.

What You'Ll Do

Provide Technical Customer Service

• Combining technical expertise with customer service is their primary responsibility. Customer support specialists serve on the front lines by answering questions and troubleshooting technical problems through chat, email, and phone. They assist customers with troubleshooting a company's product or service.

Oversee Customer Service Improvements

• Customer Support Specialists are also tasked with following up on customer service interactions to measure customer happiness. They improve customer support quality by studying and redesigning processes, setting up and communicating service metrics, monitoring and evaluating results, and implementing changes. 

Recommend Product Improvements

• Identifying product improvement is another key task of customer support specialists. With expert guidance, they identify patterns and contribute to product and system improvements. Communicating with managers to report suggestive takeaways is another responsibility. Support specialists help to improve processes and systems at the companies they work for.

Additional Duties

• Customer Support Specialists will also, at times, assist Tier 2 or the Manager of Customer Support with Special Projects or other duties as assigned.

Qualifications

• Minimum one year of experience in a technical customer service role such as software, network databases, hardware, or desktops.
• Proficiency in API keys, highly preferred. 
• Experience working multi-channel communication for technical support (phone, email, tickets, chat).
• Detail oriented and customer first approach

Benefits

• Remote work environment - we don't have an office!
• Medical, Dental, Vision, and ancillary benefits
• 401(k) Company Match
• Flexible Time Off
• Home Office Benefit
• Paid Parental Leave
• Virtual Events & Annual Company Meetup
• Company Laptop
• ....and More! 

Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities. 🚀