Job Description: 

Customer Care Specialist ( Part- Time- 20 hours)

Available to all United States applicants

WHO WE ARE
Pike13 is a fast-growing Seattle-based company that is always looking for people who are action oriented, customer-focused, technology driven, quick to learn, and approachable. We design and build software that is simple to use so business owners can focus on what they do best—serving their clients.  

HOW WE WORK
We like operating at full throttle in a collaborative group of both startup veterans and novices who debate the right way to do things and are empowered to take smart risks, find brilliant solutions, and build things that better the well-being of our customers and theirs. We’re doing our best work ever, learning from our mistakes, improving on our successes, and finding abilities we didn’t know we had for using sophisticated logic and business intelligence to make bedrock business principles accessible and intuitive to small and enterprise businesses alike.

WHAT YOU’LL DO
The Customer Care Specialist position assists Pike13 customers with any issues, concerns or questions they may have regarding Pike13 products, and resolves issues effectively and with a great deal of professionalism. This position involves a high degree of interaction over the phone and email so strong communication skills are a must!

• Answer inbound calls and listen to customer’s concerns and questions and respond accordingly. Our Customer Care hours are Monday-Friday, 7:30 am to 4:30 pm PST.
• Respond to every customer inquiry.
• Write professional responses to customer emails using proper grammar, spelling and punctuation. Use email templates when appropriate, but ensure all details are relevant to the scenario.
• Assess technical issues and identify solutions.
• Educate and coach customers on best practices for using our system.
• Assist internal sales, marketing, customer operations and technical teams when needed.
• Responsible for placing outbound calls to customers to walk them through Pike13 products and answering technical support questions.
• Maintain functional knowledge of internal applications, customer products, and all customer facing websites.
• Efficiently respond to customer emails at all times, maintaining composure during challenging situations.
• Assist with quality assurance testing and vetting of new features, using your unique experience of merging customer expectations with product functionality
• In everything you do, help ensure 100% customer satisfaction

WHO YOU ARE
You care about helping small business owners reach their dreams. You sweat the details of their issues and truly care about the customer experience. In fact, you do whatever’s needed to help our customers succeed. You’re a terrific listener, a diplomatic negotiator, and a discerning communicator. You see what needs to be done and you're motivated to do it without direction, at the same time looking for opportunities to share ideas and pitch in on others’ projects. You take customer feedback as a challenge to get it right and get joy from building a product that customers love.

• Bachelor’s degree or equivalent experience in sales, business development or related field.
• At least 2 years of operations and customer service experience in a customer facing role within the software industry.

HOW YOU’LL DO IT

• Experience in a Customer Support, Account Management, or Quality Assurance role within the field of SaaS or technology
• Experience learning technological systems on the fly

• Experience working with customers
• Experience working on multiple projects simultaneously
• Strong verbal and written communication skills
• Strong organizational and time management skills
• Passion for customer experience, exhibiting empathy for customers and their success
• Passion for being a part of growing organization

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.