Building Enterprise Leaders

Customer Support Specialist at Modo Labs
Massachusetts, US
Modo Labs is looking for an organized, smart, and creative person with strong communication skills to join our team as a Customer Support Specialist. This is a key role in our Client Services organization where you can learn a ton about mobile and help make a real difference every day for our great customers.

The customer support specialist is a point person for assisting our existing clients – universities, companies, and hospitals – as they use our Kurogo mobile platform and its suite of software solutions.

You will help clients find the appropriate answers to issues and problems via your knowledge of our software and by consulting with appropriate Modo Labs team members. You will provide guidance on the capabilities of our product and help customers use its tools and methods to achieve their goals. Finally, you will engage with customer representatives to understand their needs, in order to develop sales opportunities and drive future product features.

An interest in mobile technology is a bonus, as is experience in a similar role in a product-based software company. You will need a willingness to learn, to work hard, and to be flexible.

Position Responsibilities

Triage requests from existing customers
Escalate serious issues to the appropriate team within Modo Labs
Provide information about our product offerings as they relate to a client’s needs
Help to build a database of common questions and answers to share with our customers
Create processes, procedures and documentation to scale our support organization
Train customers on products and features
Advocate for a great experience for our users
Qualifications and Experience

Must be eligible to work in the United States
Ability to understand mobile products and other technical solutions
Must be detail-oriented, organized, and self-motivated
Ability to work collaboratively with our team members
Pluses

Previous experience in customer support, account management, project management, or other customer-facing role
Experience within a start-up company