Indicative is hiring a

Customer Support Intern-to-Hire

New York, United States

About Indicative

Data is hard. Our job is to help make performing data analysis feel easy, accessible, and approachable. Indicative is focused on making analytics easy for businesses by building simple, yet incredibly powerful tools. The Company is led by a successful management team with a proven track record that includes multiple exits to Fortune 500 companies.

Every CS team member is expected to become an Indicative expert, and is encouraged to delight our customers on a daily basis.


Responsibilities

We are looking for a support specialist who is passionate about helping customers solve problems and unlock business value through the Indicative platform. This is a contract position with the potential to take on a permanent role. This role will support the Customer Success and Business Development teams and the ideal candidate is resourceful and creative in their approach to problem solving. Strong client facing demeanor, positive proactive attitude, keen analytical mindset and attention to detail are a must.

This role will work with customers to gather further insight into the issue at hand and with the Indicative team to produce a solution. You will become an Indicative expert and leverage your detective-like mindset to uncover the root causes of problems. You are great at documenting the issue and can juggle multiple requests in an organized fashion.


  • Act as first line of support for customers in a high-touch SaaS environment
  • Triage support inquiries through various support channels, including email and live-chat, and escalate as appropriate
  • Partner closely with Engineering and Product to leverage customer feedback on bugs and features to improve the client experience
  • Contribute to the Self-Help Knowledge Base and the Indicative Academy by improving existing documentation and adding new releases
  • Develop training collateral like webinars, tutorial videos and user guides
  • Identify areas for improvement in our current support processes

Requirements

  • Recent graduate preferred
  • Interest in SaaS and technology
  • Natural aptitude to adopt new software quickly and a curious mindset are critical for success in this role
  • Friendly and empathetic disposition
  • Great written communication skills
  • Ability to distill complex problems into digestible and approachable layman’s terms
  • Meticulous attention to detail and excellent follow through
  • Familiarity with how websites, web applications, and databases work
  • Self-motivated and resourceful about solving customer challenges
  • Ability to multitask and work efficiently in a fast-paced environment
  • Experience with Zendesk or any other customer engagement/service software preferred
  • Experience at a B2B SaaS company or in technology consulting preferred

Benefits

We are always growing, learning, and adapting, in and out of the office. You’ll be joining a team that is crazy smart and very direct. We ask the hard questions and challenge each other to improve our work. We are self-driven but team-oriented. We're dedicated to agile methodology and big believers in 'lean' development.

  • WeWork benefits
  • Awesome team culture: No politics, little formal hierarchy, and one that values independence and autonomy
  • Weekly team lunches
  • Friendly and intelligent co-workers who are the BEST in their respective fields
  • A successful management team that has experience in building and selling profitable businesses

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