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

• Serve as the main customer point of contact (post-sale) and trusted advisor providing expert-level application support
• 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 resolve bugs and training gaps
• Collect feedback and log feature requests to improve customer experience
• Consistently improve support collateral (Knowledge Base, multimedia, one pagers/custom how-to’s)

We’re looking for someone who has:

• 1 – 2 years experience in customer service in software or start-ups
• Exceptional writing and communication skills, along with impeccable time-management skills
• Excellent people skills: must be personable, patient, and empathetic
• Experienced in customer support ticketing software such as ZenDesk or FreshDesk
• Ability to juggle multiple initiatives simultaneously while prioritizing key tasks
• Strong cross-functional skills, including the ability to motivate and influence internal team members to meet business objectives (e.g. implementation, product, engineering)
• On-the-spot problem solving and resourcefulness: display the ability to go over, under, around, and through obstacles to achieve success
• Ability to think on your feet and quickly grasp new concepts
• Experience in reporting and detailing steps to reproduce software bugs
• Bachelor’s Degree or equivalent work experience

We’d LOVE it if you had:

• Working knowledge of Google Suite, MS Office Suite, Salesforce or other CRM tools
• SaaS, Higher Education, and/or Ed Tech experience
• 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

12Twenty is an Ed-Tech company based in Santa Monica that’s changing the way university career centers, students, and employers approach recruiting. 

Through its suite of SaaS web apps, which include job postings, events, appointments, CRM and custom reporting tools - 12Twenty is best in class in providing universities with a platform to better connect students, alumni, and employers.

You’ll be joining a team of passionate, talented, and diverse hard workers who share a common goal and an unbreakable commitment to tackling it.  We are focused on building the tools we wish we had when we were searching for jobs and we are proud to have a product that we 100% believe in. We love this company, and are all personally invested in its success; not only for us, but even more so for the customers we serve.  Sound good? If so, we really want to meet you!