Support Specialist

• Resolve a high volume of user requests through various support modalities which may include inbound and outbound email, chat, and messaging.
• Investigate and fulfill all tier 1 & 2 support requests while communicating directly with users and internal stakeholders. This includes collaborating across teams to escalate issues as necessary.
• Navigate ambiguity in one-off issues to deliver exceptional outcomes.
• Diagnose problems and propose possible solutions for the short- and long-term.
• Complete thorough documentation and notation on user requests to be able to provide feedback to leadership and program teams regarding processes and trends.
• Demonstrate strong written and verbal communication skills while being mindful of your tone and your pace in order to respond to and exceed customers' expectations.

This role creates positive change by providing the highest quality support that is vital to the core product experience, helping users access and work with company data more effectively to drive higher efficiency and growth in their organizations.

• Minimum 4+ years of SaaS customer support experience.
• Must have an intermediate/advanced level knowledge of Google Sheets or Excel.
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways.
• Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods.
• Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another.
• Strategic problem solving - You can leverage multiple resources to inform and support critical decisions.
• Excellent organization - You effectively prioritize work to target the highest-impact issues first.
• Optimism - You are motivated by a challenge, and you approach problems with a positive attitude.
• Ability to remain calm under pressure -- You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations.
• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback.
• Experience with Zendesk, SQL, Salesforce, HubSpot, are a plus!
• Bachelor's Degree in Business, Communications, English, or Journalism (preferred).
• Support experiences in a high-volume environment, such as service industries, retail, or hospitality (preferred).

No specific compensation, perks, or culture highlights mentioned in the description.

Coefficient is a VC-backed SaaS startup based in the SF Bay Area that provides a no-code solution enabling business teams to access company data in real-time directly from their spreadsheets, reducing friction between IT and business teams to drive higher efficiency and growth.