Customer Support Specialist
About Abine, The Online Privacy Company
Abine is the online privacy company that makes easy-to-use tools for consumers and businesses to control what personal information companies, third parties, and other people see about them online.
Although the notion of privacy isn’t new, privacy in an interconnected, digital world is much more difficult to navigate. When our founders Rob Shavell, Andrew Sudbury, and Eugene Kuznetsov got together in a small office in Cambridge, MA years ago and agreed that this was emerging as a major problem on the web, Abine was born. Because the ways that third parties are collecting people’s information is constantly changing, Abine has evolved to address these challenges for today and tomorrow.
Abine is led by a passionate team, backed by premier investment firms, and supercharged by a strong mission to empower consumers with privacy.
Job Title: CUSTOMER SUPPORT SPECIALIST
Location: Remote - Massachusetts - US
Job Summary:
The Customer Support Specialist reports directly to the Team Leader. This role is responsible for interacting with existing and potential customers. After extensive training in this role, the CSR will respond to support requests Zendesk to resolve support concerns and answer pre-sale inquiries.
Job Responsibilities:
- Educate customers on best practices
- Document information about the case, resolution or feedback in order to help inform the strategic direction of the company
- Partner with internal teams to resolve complex issues, while championing our customers’ needs throughout the process
- Resolve inquiries received via phone, web, email, and internal ticketing system in a timeframe consistent with department and team service levels and goals
- Identify potential user interface issues and elevate for resolution
- Elevate customer issues that cannot be resolved to the Deleteme Support team leader
Job Requirements:
- 1 years SAAS support experience
- 1 year call center experience
- Strong communication and interpersonal skills including phone and written skills
- Adept troubleshooting, problem solving, and critical thinking
- Passion for learning and an ability to communicate complex issues in a clear and educational manner
- Ability to adapt to rapid changes in the workplace
- Proficient using technology and navigating multiple systems
- A secure home office, free from background noise and other distractions
What We Offer:
- Comprehensive health benefits
- Flexible schedule
- 100% work from home
- Generous 401k matching
- Paid time off
- 12 company paid holidays
- Gym membership reimbursement
- Birthday time off
- Child care expense reimbursement
Abine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.