Smarter Sorting is growing!  We seek a Tier 1 Customer Support Representative who is comfortable working with a diverse set of clients to resolve hardware and software-related issues. If you enjoy taking things apart and putting them back together, but aren’t afraid to look at the instructions when you get stuck - we are the place for you. You should be equally comfortable virtually onboarding a C-level exec to a software tool and troubleshooting hardware in a warehouse. 

• Answer and respond to all incoming support calls and emails with exceptional levels of customer satisfaction
• Build upon existing processes such as tickets, reporting, training and other foundational aspects of support
• Troubleshoot hardware and software issues and escalate to appropriate team members in a structured way as needed
• Hit SLAs and KPIs related to first response time, resolution time, customer satisfaction etc.
• Ensure that work resources are reviewed and updated as needed for our external knowledge base
• Manage all support tools (Salesforce, Talkdesk, Zoom, etc.)
• Develop and maintain relationships with current and future customers
• Organize, audit and maintain client directory and documentation
• Help develop protocol and guidelines to address client needs and issues
• Assist in onboarding new clients
• Assist sales and engineering with new product research, customer needs, and in tracking market trends

• 1+ years of Customer Support Experience required
• 1+ years working at a startup or in a small team preferred
• Bachelor’s Degree preferred, but not required
• Experience with Support tools (ticketing, tracking, CRM, etc.)
• Tech-savvy and quick to learn new software tools
• Excellent communication skills
• Ability to apply analytical techniques to open-ended business queries (IE you are able to ask smart questions to get to the root of a problem)
• Detail oriented and organized
• Driven by follow-through and execution
• Value and display ownership
• Proactive in your approach, but able to resolve issues reactively as needed
• Possess the highest level of integrity, honesty, and professionalism
• Capable of positively impacting strategy through collaboration, tools, and practices

Your first month:

• Start taking support tickets and calls (and be responsible for their resolution)
• Learn everything there is to know about our products
• Learn our support tools

Your first 3 months:

• Become proficient at all things support
• Regularly contribute to our external knowledge base and update posts routinely
• Consistently exceed targets defined in SLAs between us and our partners
• Organize, audit and maintain client directory and documentation 
• Provide input on automation and process improvements

Your first 6 months:

• Forecast support team needs
• Provide documentation for all support processes and SOPs
• Actively contribute to working sessions on product development and improvement
• Solicit client feedback and implement ways to improve

Your Benefits & Perks

Competitive Compensation Packages

401k program

Medical, dental & vision insurance 

Short-term disability insurance

Generous Parental Leave

Unlimited Paid Time Off

Continuing Education Sponsorship

Bi-Annual All-Hands, Volunteering & Special Events (with baby goats in attendance)

Unlimited snacks & drinks

Why Us?

You choose us not only because this is the role you’ve been waiting for, but also because we are a purpose-driven company committed to our mission. You’ll be joining a group of machine learning experts, successful serial entrepreneurs, data scientists, sustainability experts, recovering consultants and national account program managers whose passion for data-driven sustainability drives us. You choose us because our values resonate with you. At Smarter Sorting this means: We do what it takes. We begin from a position of curiosity. We are driven to become experts. We are real. We have grit. You share our belief that a healthy culture is key to the company’s success and more importantly our employees’ happiness. 

Better decisions. Better data. Greener planet. All made possible by the best people. Come join our team!

At Smarter Sorting, we understand that a workforce that includes a robust mix of genders, ages, ethnicities, religions and socioeconomic backgrounds is more likely to reflect a variety of perspectives and thought patterns - leading to more innovation, brainstorming, problem-solving and strategizing. That is why we are committed to building a diverse and inclusive environment and strongly encourage candidates from historically underrepresented groups to apply.