12Twenty is a startup based in Santa Monica that is rapidly growing, and we are looking for a driven, savvy, and friendly Support Specialist to help our customers become successful with our suite of solutions.

Our ideal candidate enjoys aiding others to achieve success. You should be detail-oriented, analytical, proactive, and able to quickly ascertain what clients are looking for and how to best meet their needs. We're looking for someone excited about helping 12Twenty and will help further develop its reputation as the industry standard for student outcome and employment data.

As our Client Support Specialist, you will:

• Join the Operations Team to help clients achieve success using the 12Twenty platform

• Handle inbound support emails and calls, ensuring a positive interaction and top-notch customer service every time

• Assist clients with overcoming technical problems and challenges as they arise

• Become a 12Twenty product expert

• Create how-to articles and general support collateral for our Knowledgebase

• Collaborate with various internal teams (Product, Sales, Development, etc.) to continuously resolve bugs and improve overall customer experience

• Report on weekly, monthly, and quarterly Customer Support metrics/analytics

We’re looking for someone with:

• Bachelor’s degree required

• 1-2 years’ experience in a customer service role

• Experience working in a fast-paced environment strongly preferred

• Exceptional written and verbal communication skills, with excellent phone etiquette

• A collaborative, team-oriented work style, with great multitasking and time management skills

• Proficiency in Google Docs

• On-the-spot method when it comes to problem-solving

• A personable, positive, and patient attitude towards helping others succeed

We’d LOVE IT if you had:

• Previous experience working in a start-up

• An understanding of support software such as FreshDesk or ZenDesk

• Working knowledge of Agile Development and/or JIRA software

• Applicable experience in B2B SaaS

Benefits:

• Competitive salary, commensurate with experience

• Full benefits, including 401(k) option at 3 months

• Snacks are fully stocked at all times

• Catered lunch with the entire team every Friday – on us!

• Great location in Santa Monica that is minutes from the beach