Customer Success Intern

Responsibilities

• Answer, troubleshoot and document customer issues received by phone, live chat and email
• Provide detailed solutions and resolution to customer-reported issues.  
• Read and understand internal logging to effectively triage customer issues. 
• Assist with off-hours support as needed for specific on-call shifts.
• Write and maintain documentation for product bugs, feature requests, and customer resolutions.
• Write and maintain customer-facing knowledgebase documentation.
• Pro-active outreach to customers as needed to prevent problems from happening.

Qualifications & Skills 

• Demonstrated strong customer service and communication skills.
• Ability to communicate effectively in all mediums (written, in person, phone). 
• Passionate, hardworking, self-motivated, and teachable with a keen sense of accountability and commitment to service excellence.
• Willingness and ability to learn new technologies.
• Ability to take direction and absorb information quickly
• Strong background in the Microsoft Office Suite, including strong abilities using Excel and PowerPoint (or OSX equivalents).
• Previous experience working in a helpdesk environment is a plus, but not absolutely required.
• Experience using Zendesk and JIRA