Customer Support Representative

Società: Madwire
Tipo di lavoro: Tempo-pieno

Customer Support Representatives are the first line of defense for our customers. Equipped with a talent (and passion) for seeing small businesses succeed, you'll help customers manage their website, wrangle in their CRM, and take advantage of email marketing by teaching them how to leverage the Marketing 360 product suite. You will interact with customers via phone, email and chat. This role is critical to the success of our customers and were in need of talented team members!
Our offices are located in Fort Collins, CO, and Austin, TX. This position can be in-office, remote* (in approved states), or a hybrid of the two.
Salary begins at $30,000 per year.
Requirements
WHO YOU ARE
* You enjoy conversing with clients over the phone, chat, and email and work hard to establish a first impression that lasts a lifetime.
* You are exceptionally organized.
* You have a keen understanding of content management systems, customer relationship management tools, and email marketing.
* You are a fast learner with the ability to pick up on new technologies quickly and efficiently.
* You can apply what you learn immediately for the betterment of the clients.
* You have a friendly sense of competition, which helps you work well under pressure.
* You thrive in a busy, high-paced environment.
* You like to work with people: clients and teammates make for a fun and collaborative environment.
* You are able to clearly and concisely express opinions and directions.
* You love small business and love to help entrepreneurs realize their digital dreams
WHAT YOULL DO
* Assist customers in the management of their website by educating them on how to work within the Websites 360 CMS
* Teach customers how to better manage their lead flow through the use of the Marketing 360 customer relationship management tool.
* Automate the growth of our customers contact lists by helping them leverage the Marketing 360 email platform.
* Provide customer service over the phone, through email, and live chat (occasional night & weekend support)
* Create support materials as needed for both internal and external use
* Empower customers by teaching them to fish and providing training on an ongoing basis
Benefits
SpaceCraft
Founded in late 2010, SpaceCraft is an affordable web publishing platform that empowers small and medium-sized businesses to create, manage, and optimize their web presence. Through our web-based software and live customer support, SpaceCraft helps customers create and manage beautifully effective websites that work across all devices - phones, tablets, and PCs.
In October of 2019 SpaceCraft was acquired by Madwire in order to enhance its current SMB website platform. SpaceCrafts nearly 10,000 paid subscribers expanded Madwires overall paid subscribers to over 20,000 SMBs. With SpaceCraft, Madwire has created two different website platform brands Websites 360 and SpaceCraft. Websites 360 will be bundled with Marketing 360, giving SMBs everything they need to manage and grow their business from a fully integrated platform. SpaceCraft became Madwires partner focused brand which includes white-label and co-branded functionality for franchises, agencies, consultants, associations, schools and other similar types of partners looking to leverage the Madwire technology under the umbrella of their own brand.
Madwire
We specialize in Marketing and Design, we call it Mad. Its in our blood. Our manifesto. Our calling. We love Mad. We are a world-class digital marketing company, growing small- and medium-sized businesses through a single, powerful platform. We provide technology and talent, with Marketing 360 as our powerful software backed by the professional marketing services that the team at Madwire has to offer. We are a collaborative group, and everyone has some kind of talent that fits into our greater puzzle.
* We are an Inc 5000 Fastest Growing Company in America for six years straight.
* We are rated the #1 Best Place to Work by Glassdoor (2016).
* Joe Kellogg and JB Kellogg have been rated the top CEOs by Glassdoor for three years straight.
* Were ranked in the Top 50 Family-Owned Colorado Companies for six years straight.
* We are a Top 10 Marketing Company by Inc 500 (2014).
* We ranked #2 on Entrepreneur 360 (2017).
Frequently Asked Questions
* What percentage of my time will be spent on phone calls?
* Assume 50% but it might occasionally require more depending on customer needs.
* What are the normal support hours?
* 9:00am to 6:00pm CT.
* Will I be required to handle support over the weekend?
* Not typically. Should the need arise we make every effort to provide ample communication in advance.
Employee Health Benefits
Healthcare coverage with supplemental dental and vision plans. Eligibility to enter the plan is the first of the month following 2 months of employment.
401(k)
Eligibility to enter the plan is the first of the month following 60 days of employment.
Company match 50% up to 6% of employee contributions
Paid Time Off
* 10 paid holidays per year
* Unlimited vacation (and no waiting period!)
* 5 sick days annually
APPROVED STATES*
We are currently hiring in the following states: AK, AR, CO, FL, GA, HI, ID, IA, KS, KY, LA, MD, MI, MS, MO, MT, NE, NJ, NC, ND, OH, OK, OR, PA, RI, SC, SD, TX, UT, VT, VA, WV, WI, WY. Please note that it may take up to 2 months to authorize work in some states. Please let the hiring manager know what state you live in so we can plan accordingly.
WE DONT DISCRIMINATE
Madwire is an equal opportunity employer and complies with all applicable federal, state and local fair employment practice laws. Madwire strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. All Madwire employees, other workers and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits and termination of employment.
Madwire complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Consistent with those requirements, Madwire will reasonably accommodate qualified individuals with a disability, if such accommodation would allow the individual to perform the essential functions of the job, unless doing so would create an undue hardship.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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