ExpandShare Hiring for Customer Support Associate at Akron, OH Full Time

We are seeking an entry-level Customer Support Associate to join our growing team. You will be responsible for assisting our clients and their users who contact our email Help Desk, by answering questions and resolving issues related to our mobile training app. This role is also responsible for leading retention communications with existing small and medium sized restaurant clients who use our training software.

Responsibilities:

• Answer customer inquiries and questions via email Help Desk
• Troubleshoot and resolve product issues and concerns
• Provide information about how to set up and use our software features
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Document and update customer records based on reviewing their training site usage
• Conduct regular check-ins and proactively engage with customers to understand their evolving needs, challenges, and goals.
• Help customers understand the features and functionalities of our software and troubleshoot common issues
• Develop and maintain relationships with customers
• Identify opportunities for upselling or cross-selling products/services based on customer needs and preferences.

Qualifications:

• Self directed and able to prioritize and multitask
• Positive tone and professional demeanor
• Excellent written and verbal communication skills
• Comfortable working across multiple software platforms
• Previous experience in client facing role such as customer service or sales a plus
• Restaurant experience a plus
• Familiarity with email management software or CRM systems is a plus.
• Strong customer service orientation and the ability to remain calm and courteous under pressure.

Company Description

ExpandShare is on a mission to empower organizations to develop a better workforce. We build information-sharing solutions to enable an efficient, well-trained, and highly engaged team.

Expand has been in business since 2008, formed from a core team that has been doing eLearning since 1999. The company has offices in Cleveland-Akron, Ohio, and Charleston, South Carolina.

ExpandShare is on a mission to empower organizations to develop a better workforce. We build information-sharing solutions to enable an efficient, well-trained, and highly engaged team. Expand has been in business since 2008, formed from a core team that has been doing eLearning since 1999. The company has offices in Cleveland-Akron, Ohio, and Charleston, South Carolina.