Customer Support Specialist - FMX

FMX is looking for a Customer Support Specialist to join our Customer Success team, the group behind our 98% customer satisfaction rating. As an FMX product expert, you’ll be the first point of contact for customer questions and technical issues.

Your time will be split roughly 75% on customer support, 15% investigating product issues, and 10% assisting the implementation and retention teams.

As a Customer Support Specialist, you will:

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

Requirements:

• 1-3 years of experience in Customer Support, SaaS, or a related role
• BS/BA degree is preferred
• Background in customer support and/or IT helpdesk is a major plus
• Customer-centric mindset with a dedication to maintaining a 98% customer satisfaction rating
• Demonstrated ability to analyze, troubleshoot, document, and resolve complex technical issues
• Proven experience handling a high volume of support cases and consistently meeting established SLAs
• Exceptional written and verbal communication skills
• Compassionate approach with strong relationship-building abilities
• Proven experience working in a deadline-driven environment
• Comfortable leading training sessions with end-users of varying technical knowledge
• High attention to detail and excellent time management and organizational skills
• Self-motivated and able to thrive in a fast-paced environment
• Willingness to travel a few times a year
• Alignment with FMX core pillars: Teamwork, Excellence, and Integrity

Tech Stack:

• FMX
• Zendesk
• Microsoft Excel
• G Suite
• Planhat

Benefits & Perks:

• Competitive benefits: 100% company-paid health, dental, and vision insurance
• Remote-first work environment: Work from home with an optional office in Columbus, OH
• Home office stipend: Up to $500 for equipment, furniture, and accessories, plus $60/month toward your home internet connection
• Generous PTO and UTO (unplanned time off) policies
• Flexible schedule: Manage personal appointments while meeting performance expectations
• Retirement & insurance: 401(k) along with short and long-term disability and life insurance