Tropic is intelligent procurement software that gives finance and procurement teams control of AI and SaaS spend — cut costs and automate every purchase. Backed by Insight.
About the role
As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction.
What they're looking for
- Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy
- Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution
- Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations
- Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions
- Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary
- Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction
More about this role
Tropic’s AI-powered Procurement Intelligence solutions gives companies like Q2 and Zendesk the insights they need to reduce spend and mitigate risk. With $20B+ in spend data and the backing of tier 1 investors like Insight Partners, Tropic is shaking up the procurement landscape, and the best is yet to come! 🌴
We are looking to hire someone based in the United States who can work Central or Eastern timezone hours. This role requires coverage of 7am–4pm Central or 8am–5pm Eastern, to align with our support team's 8am–8pm Eastern coverage window.
As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction.
- Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy.
- Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or...
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