Customer Support Associate

Skyword moves brands – and their content – forward. By embracing a sustainable, scalable approach to original storytelling, Skyword liberates brands from ineffective marketing practices and inspires them to create deeper connections with their customers. With a powerful combination of enterprise-class technology, authentic voices, and professional services, Skyword propels clients’ content marketing programs to new levels of excellence.

The Customer Support Associate will work with the Customer Success team to provide outstanding customer support to internal staff and external clients through chat, email, phone and in person. The most qualified candidates will be comfortable with different technologies, problem solvers, have a track record of getting things done, and be obsessed with customers.

• Learn and master all aspects of the Skyword platform
• Effectively diagnose & solve problems for all Skyword users through phone, email, chat, and in person.
• Clearly communicate issue resolutions and escalate as needed.
• Be a resource for new and existing clients by taking the lead on platform integration and adoption
• Work internally, across departments, to deliver compelling solutions for our clients

• Bachelor's degree or equivalent
• 1 - 2 years of Customer Success or Support experience at a technology company
• Familiarity with ticket or case management systems (Zendesk)
• Familiarity using different CMSs (e.g., WordPress, Drupal, Adobe) and technologies (e.g. HTML, JIRA, Asana,)
• Experience in digital marketing, online content, and/or SEO preferred
• Working knowledge of Microsoft Word, Excel and PowerPoint
• Working knowledge of SQL preferred
• Strong organizational skills, written and verbal communication skills are critical to success
• Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives
• Able to analyze issues and develop a clear action plan
• Able to work individually and build partnerships that foster teamwork
• Able to thrive and be flexible in a rapidly changing start-up environment
• Comfort with technology and the ability to discuss basic Internet technologies