Overview of the role:

If you are talented, detail-oriented, passionate about problem-solving, and have a knack for building relationships with customers, then we want you to join YouEarnedIt's Customer Success team. As a Customer Support Specialist, you will become an expert in responding to inquiries related to all of YouEarnedIt's customers. The most successful candidates are those who thrive in an environment of constant change, are able to work independently to solve problems and are extremely detail oriented.

What awesome stuff you'll do:

• Acquire a thorough understanding of the YouEarnedIt product and features to provide world class Customer Support
• Accurately and efficiently respond to Customer Support questions and inquiries from users
• Troubleshoot customer issues and escalate bugs to appropriate teams
• Develop tutorials and document processes related to workflow
• Possess a sense of urgency and take ownership of resolving a user's issue from start to end
• Draft clear and concise answers that address the user's problem
• Think creatively and to use the resources available to you to troubleshoot difficult issues
• Translate very technical information for customers

What you'll need to be successful:

• Minimum of two years of experience supporting a consumer-facing web company
• Passionate about being a voice for the user and naturally curious
• Must be able to work with some ambiguity and motivated to find solutions
• Basic knowledge of customer support principles and practices
• Excellent written and oral communication skills
• Exceptional problem solving and follow-up skills
• Self-starter who can prioritize workload
• Must be extremely detail oriented
• Bilingual in Spanish strongly preferred
• Experience with Freshdesk, Salesforce and/or JIRA a plus