Customer Support Specialist
Actionfigure is looking for a Customer Support Specialist to join our growing Customer Success team. You’ll be responsible for providing new customers with a flawless onboarding experience, ensuring their support and billing related questions are answered, and identifying and resolving technical issues that get in the way of a great experience.
Our ideal candidate has awesome communication skills and a natural bent toward openness, transparency, and saying it straight. They have superior customer service skills and are both compassionate and solution-oriented — but still have a sense of humor. They’re self-motivated, organized, helpful, and can think on their feet to solve problems.
You will report to our VP of Operations, and will coordinate with our Customer Success, Sales, and Engineering teams to help achieve company goals.
Who we areActionfigure provides transportation intelligence to businesses and governments. You may have seen our TransitScreen product showing live transportation information outside stadiums or inside building lobbies. We work with employers, offices, apartments, stadiums, and airports to increase awareness of transportation with live screens, mobile and web applications, custom integrations and data solutions.
Our mission is to make it easier for people to move more efficiently, decreasing pollution and improving quality of life. If you care about transportation, sustainability, and a better tomorrow, come join us!
Responsibilities- Connect with and troubleshoot billing and support issues for Actionfigure customers by email or phone, providing a best in class customer experience, and communicating feedback to internal teams.
- Provide technical support and troubleshooting during the sales and implementation process to enable optimal utilization of our screens and apps
- Utilize internal tools to build custom displays for our customers with nearby transportation options
- Manage the ordering, shipment, and tracking and troubleshooting of hardware devices with our third party distributor.
- Work with our Customer Success team to build and maintain customer training materials (videos and help desk support pages)
- Escalate and communicate customer feedback and product bugs via Slack and Jira tickets
- Strong project management skills— you must be able to manage multiple projects to completion a time, while providing timely follow up to clients
- Demonstrated ability to position and clearly communicate technical products and solutions
- Goal-oriented, problem-solving mindset, able to act as an individual contributor and be a team player
- Excellent verbal, written, and interpersonal communication skills, and a desire to help customers succeed.
- Experience using Salesforce is a plus
- At least 3 years in a customer-facing role.
- This is a hybrid role, requiring an in-office presence on Tues/Weds/Thurs in our centrally located DC office.
- Medical, dental, and vision insurance, free access to OneMedical clinics
- Free Capital Bikeshare and pre-tax WMATA benefits
- Weekly company lunch Tuesdays-Thursdays, office snacks, seltzer and coffee
- Flexible vacation policy + time off for all major federal holidays
- Week long company holiday break: Office closes between Christmas and New Years Day
- Salary Range: $65,000 - $72,000
Click here to apply
Actionfigure is looking for a Customer Support Specialist to join our growing Customer Success team. You’ll be responsible for providing new customers with a flawless onboarding experience, ensuring their support and billing related questions are answered, and identifying and resolving technical issues that get in the way of a great experience.
Our ideal candidate has awesome communication skills and a natural bent toward openness, transparency, and saying it straight. They have superior customer service skills and are both compassionate and solution-oriented — but still have a sense of humor. They’re self-motivated, organized, helpful, and can think on their feet to solve problems.
You will report to our VP of Operations, and will coordinate with our Customer Success, Sales, and Engineering teams to help achieve company goals.
Who we areActionfigure provides transportation intelligence to businesses and governments. You may have seen our TransitScreen product showing live transportation information outside stadiums or inside building lobbies. We work with employers, offices, apartments, stadiums, and airports to increase awareness of transportation with live screens, mobile and web applications, custom integrations and data solutions.
Our mission is to make it easier for people to move more efficiently, decreasing pollution and improving quality of life. If you care about transportation, sustainability, and a better tomorrow, come join us!
Responsibilities- Connect with and troubleshoot billing and support issues for Actionfigure customers by email or phone, providing a best in class customer experience, and communicating feedback to internal teams.
- Provide technical support and troubleshooting during the sales and implementation process to enable optimal utilization of our screens and apps
- Utilize internal tools to build custom displays for our customers with nearby transportation options
- Manage the ordering, shipment, and tracking and troubleshooting of hardware devices with our third party distributor.
- Work with our Customer Success team to build and maintain customer training materials (videos and help desk support pages)
- Escalate and communicate customer feedback and product bugs via Slack and Jira tickets
- Strong project management skills— you must be able to manage multiple projects to completion a time, while providing timely follow up to clients
- Demonstrated ability to position and clearly communicate technical products and solutions
- Goal-oriented, problem-solving mindset, able to act as an individual contributor and be a team player
- Excellent verbal, written, and interpersonal communication skills, and a desire to help customers succeed.
- Experience using Salesforce is a plus
- At least 3 years in a customer-facing role.
- This is a hybrid role, requiring an in-office presence on Tues/Weds/Thurs in our centrally located DC office.
- Medical, dental, and vision insurance, free access to OneMedical clinics
- Free Capital Bikeshare and pre-tax WMATA benefits
- Weekly company lunch Tuesdays-Thursdays, office snacks, seltzer and coffee
- Flexible vacation policy + time off for all major federal holidays
- Week long company holiday break: Office closes between Christmas and New Years Day
- Salary Range: $65,000 - $72,000
Click here to apply