Customer Support Specialist

Based in Austin, Texas, TrueDialog is a Communications Platform-as-a-Service (CPaaS) company that offers an enterprise-grade SMS messaging platform designed for businesses of all sizes. Our award-winning platform is transforming how organizations connect with customers through text messaging—today's most engaging and responsive channel - with powerful capabilities and simplified implementation. 

Through superior features, industry-leading security, and direct carrier connections, the platform delivers enterprise-grade reliability while reducing messaging costs by up to 75%. TrueDialog is trusted by thousands of brands, including Coca-Cola, Hilton, Kansas City Chiefs, Northern Tool, SubjectWell, Cantaloupe, and Tulane University.

Position Overview

Note: This is an in-office job based in either the Southfield, MI or Austin, TX office, and we are not able to cover relocation expenses, thus we are prioritizing candidates who are already based in either metro area.

As we continue to scale our business, we are looking for an exceptional Customer Support Specialist to join the Client Services team in either the Southfield, MI or Austin, TX office. As the first line of support, you will be trained to become an expert on our award-winning SMS messaging platform. We offer all clients premium phone-based support. Our platform is transforming how organizations connect with customers through text messaging with powerful capabilities and simplified implementation. 

In this role, you will be the first line of communication with our customers on use and configuration of the TrueDialog system. You will provide insightful troubleshooting tactics to optimize their use of the system. Issues may range from simple configuration changes to settings in web interface and integration issues with CRM applications. You’ll also train new and existing clients on using our products.  

You will collaborate directly with customers and users and internal teams such as Product and Development to resolve customer technical issues. Every customer advocate on the Client Services team demonstrates a real passion for helping our clients in a fast-paced environment. Our ideal candidate is someone who is excited by the idea of helping us resolve our customers' technical needs.

Responsibilities

• Greeting clients with a positive attitude and helpful, problem-solving approach. 
• Monitor all support channels including phone, online ticket queue, chat, text, and email.  
• Troubleshooting client issues with our core platform, including a web interface and several native integrations like Salesforce, HubSpot, and Microsoft Dynamics. 
• Documenting resolutions and contributing to the knowledge database.   
• Providing same-day, accurate responses to support tickets, and within one business day for after-hours tickets or determining whether the issue needs escalation to our development team.  
• Escalate issues as needed and monitor escalation tickets, while also following up with clients on escalated items.   
• Onboarding and training new clients and new users on how to use our products.  
• Supporting the sales team and process by leading product demonstrations and answering technical questions.  

• 3+ years in Customer Support (Tier 1 / Tier 2) or Product Support roles in a B2B SaaS, high-tech software or CPaaS communications company, troubleshooting web applications and integrations with CRM systems. 
• Industry experience working in a CPaaS or marketing automation company supporting messaging platforms that offer voice or text messaging.  
• Technically savvy with a curiosity for how software works. You enjoy learning new technologies and taking things apart and rebuilding them to see how they work. 
• Proficiency with Salesforce, Jira, Microsoft Excel, Microsoft Dynamics, and/or HubSpot or similar CRM/Marketing Automation platforms. 
• Attention to detail with strong written and verbal communication. You are able to communicate issues to engineers on a technical level yet speak clearly, with respect, tact and empathy to customers.  
• A positive attitude, resourcefulness, and the desire to find and solve problems is a must. High degree of self-awareness and can maintain composure amid pressure. 
• Proven ability to manage priorities and adapt in a fast-paced environment. 
• Self-starter who takes initiative and is intrinsically motivated when given a project or a task. 
• Bachelor’s Degree or equivalent experience. 
• Plus, but not required: customer service/help desk certifications.

• Dynamic Work Environment: Join a passionate team in a fast-growing company with a strong product foundation, proven financials, and ambitious growth plans.
• Competitive Compensation: Attractive salary, equity, and benefits package in a remote company, including 70% of employee health benefits paid, 401k, strong PTO, and professional development opportunities.
• Growth Opportunities: Be a key player in a market that is poised for exponential growth, and scale-up environment where your insights and leadership will directly impact the company’s future
• Innovative Culture: Work in a collaborative, forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team.