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Startup in stock investing looking for Customer Support Rep (palo alto)
Startup looking for experience Customer Support Representative - preferably with some background in financial services.
This position is virtual - You can work from home.
•SMARTSTOPS.net is a startup that has just launched a first-to-market service that gives investors in the stock market a smart adjusting exit strategy approach for their stocks and etfs. We help people be smarter in managing their risk. Our service is web-based. Come see us at http://www.smartstops.net
•Our company, currently funded by angels has a very experienced core team of professionals and an excellent business model.
•Read up on us as in this weekend’s Barron’s issue: http://www.marketwatch.com/news/story/new-way-tell-fold-em/story.aspx?guid=%7B14DC9406-62F2-4B97-823D-A0A634C9B233%7D
ABOUT THIS POSITION:
You will be the main support person initially answering product support questions and concerns, billing issues etc. via email. Any technical issues will require you to work closely with our development team. You will also interface with product management as feature requests come in. You will use Salesforce.com as our Customer database to log cases and assist in getting solutions get published.
As we continue to grow we will be hiring additional personnel and implementing other forms of support communications - Instant Messaging from Web and Phone support as well.
We need a motivated , self-directed and hard-working person to fill this job. You will be well compensated from a stock equity standpoint (see “what we’re offering” for more info).
We care deeply about our customers' experience using our service. Because we're a web-based service, our front-line customer support rep is the closest we get to building a relationship -- so it's a critical function for us. Performing these roles well involves becoming an expert in our service and how customers use SmartStops. In addition, we may make outbound requests to customers to inquire about their satisfaction and their need for additional products or services.
REQUIREMENTS:
•Bachelors Degree or equivalent
•Outstanding written, oral, and interpersonal communication skills
•3+ years of customer service experience, preferably in a hi-tech or financial services field.
•Highly self driven & motivated. Lots of initiative and drive. High energy.
•Reliable - delivers results as planned
•Is interested in building a high value company - not looking for a quick flip
Knowledge of SalesForce.com or some customer logging/tracking and knowledge base system.
•Experience with on-line chat preferable.
•Fluency with Microsoft Office apps, including Excel, Word, Powerpoint.
•Strong entrepreneurial attitude required
•Very strong at teamwork – can work effectively with other functions
•Impeccable integrity
•Experience in financial services industry preferred
RESPONSIBILITIES:
•Build, maintain and grow positive relationships with clients
•Promptly respond to customer support inquiries (functional, technical, or billing)and troubleshoot
•Monitor our trouble-ticket database to insure speedy response to all requests
•Work with other departments to research and resolve customer issues
•Help write and edit new FAQs and other potential web-related content.
•Test new features and fixes to customer-reported bugs
•Contact customers to survey general satisfaction
•Help convert free users into our subscription service
*Train additional support personnel
WHAT WE ARE OFFERING:
•Since we are a startup, we are looking for someone who can potentially take some reduced pay initially in exchange for higher than normal equity share. This is an incredible early-stage startup opportunity so you come in on the ground floor. Competitive salary would then be paid within a few months of working with us. Plus, we offer the chance to work closely with an incredibly dedicated and talented group of people who are serious about delivering great products/services. One that can make a significant impact on many lives for their financial well-being.
