Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST
MOUNTAIN VIEW, CA - HYBRID 3 days per week in office
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
Invested Relationships
Fiscal Prudence
Candid Conversations
ABOUT EGNYTE
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
Our Order-to-Cash team enables Egnyte's customers to access what they've purchased without delay and be billed accurately by managing the full process from signed order to collected payment. We are seeking a Customer Support Specialist to streamline the process for our customers. The successful candidate will have a record of success in time management, customer relations and thinking outside the box to find optimal and scalable solutions to issues that may arise.
WHAT YOU’LL DO:
Answer internal/ external customer inquiries promptly/ efficiently and professionally through Zendesk and Salesforce
Collaborate with internal teams (billing, collections, sales) to resolve customer concerns, via phone, email, virtual meetings
Use critical-thinking and problem-solving skills to investigate and resolve billing issues
Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions
Execute and propose processes that will help automate/ expedite process/ procedures
Other AdHoc as needed
YOUR QUALIFICATIONS:
High degree of attention to detail and ability to multitask
Excellent verbal and written communication including understanding how to tailor messages towards different audiences and conveying the objective clearly
Strong organizational and time management skills
Experience with Salesforce, reviewing contracts/ orders and purchase orders
Good understanding of payment processes, billing systems
Experience with subscription-based or digital goods business models is strongly preferred