Customer Support Specialist at 12twenty Inc.

| Santa Monica | Remote
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12Twenty is a rapidly growing startup based in Santa Monica looking for a savvy Support Specialist to help our customers master our software to meet their business needs.

Our ideal candidate is a natural helper who loves to learn and enjoys supporting clients to achieve success. They are detail-oriented, analytical, and able to quickly ascertain the needs of the client as well as the appropriate answers and actions to take to deliver results.

We're looking for someone who can blend customer service with hospitality, who feels comfortable at the intersection of education and tech, and who is eager to contribute to 12Twenty’s industry standard as the #1 place where students get hired.

Responsibilities

  • Provide the highest quality customer service to 12Twenty clients via inbound phone calls, chatbot, emails (tickets), and Zoom calls
  • Accurately assess and thoughtfully respond to customer needs
  • Assist customers with technical problems and challenges
  • Work collaboratively and cross functionally to identify and resolve bugs
  • Collect feedback and log feature requests to improve customer experience
  • Consistently improve support collateral (Knowledge Base, multimedia, one pagers/custom how-to’s)
  • Become a 12Twenty Product Expert within 12 months of hire date
  • Report on Customer Service Metrics

Requirements

  • Bachelor’s Degree or equivalent work experience
  • 1 – 2 years experience in customer service in software or start ups
  • Experience in reporting and detailing steps to reproduce software bugs
  • Exceptional writing and communication skills, along with impeccable time-management skills
  • Capable of on-the-spot problem solving
  • Excellent people skills: must be personable, patient, and empathetic
  • Experienced in customer support ticketing software such as ZenDesk or FreshDesk

Plus

  • Experience in B2B SaaS
  • Experience in Agile Development and use of JIRA

 

**This job will be remote for the foreseeable future. While we are based in Santa Monica, you don't have to be!**

 

About 12Twenty, Inc.

12Twenty provides career centers with a platform to more effectively manage the employment process while enabling students to have a clear view of the entire recruiting cycle.  We offer competitive salary and benefits, stock options, and an awesome team who love what they do.

We are a group of highly motivated entrepreneurs focused on building the tools we wish we had while we were searching for jobs. Please reach out to us at [email protected] to learn more.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

12twenty Inc. is located in downtown Santa Monica. Walking distance to the beach and to a plethora of coffee shops, we got you covered.

An Insider's view of 12twenty Inc.

What are some social events your company does?

Every summer we have a Beach Day when we close down early and head to the beach for volleyball and relaxing.
Our annual holiday party is always a blast.
Plus regular happy hours and coffee shop outings.

Matt Miller

VP Business Development

What are 12twenty Inc. Perks + Benefits

Culture
Eat lunch together
Team owned deliverables
Team based strategic planning
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking

Additional Perks + Benefits

Competitive Salary & Stock Options. Catered Friday Team Lunch. Beach days with volleyball, pizza, and beer. Unlimited healthy and not-so-healthy snacks.

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Send us your resume along with a cover letter on what makes you the superstar we need to hire to [email protected] !
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