About Comfy

Founded in 2012, Comfy is a Siemens-owned business on a mission to connect employees to the people, places, and things they need to do their best work. Our SaaS platform combines building intelligence, space analytics, and a consumer-grade mobile app technology to improve the workplace experience for Fortune 500 companies around the globe. Headquartered in Oakland, California, our fast-growing team balances the dynamic energy of a small company with the backing of a global powerhouse.

About the Role

Your primary responsibility will be account management. The Customer Support Representative will ensure our customers have a successful experience by providing product and service information in addition to resolving product and service problems. You will help to increase customer satisfaction, loyalty and retention and ensure that we are meeting customer expectations. 

Specifically you will:

  • Triage, troubleshoot, and resolve all customer reported issues leading to improved application end user engagement, creating engaged customers and facilitate organic growth
  • Escalate customer issues to responsible internal parties
  • Assist with defining and implementing escalation processes for customer inquiries to the customer support representatives
  • Highlight trends and patterns from customer inquiries, inject positive change across the business with creative tools to aid customers, such as more effective self-help on our helpdesk
  • Establish and maintain a thorough understanding of our products and any new products as they are developed, and represent Support in the development and launch of new features
  • Help develop Support procedures, policies and standards
  • Keep accurate records and document customer support actions and discussions
  • Compile and analyze data and provide accurate reports to customers and internal stakeholders as needed
  • Keep up to date on industry developments and support function best practices to areas of improvement
  • Meet both qualitative and quantitive metrics for support responses to customers
  • Maintain an orderly workflow according to priorities

About You

You, the Customer Support Associate, are excellent at communicating with people of all levels and backgrounds, can empathize with even the most unhappy customer, and enjoy the relentless pursuit of knowledge. You will primarily handle customer reported issues as well as proactively identifying potential issues which could be affecting customers. This will give you an opportunity to learn our product from the ground up and learn how we can better help our customers.

  • You have a passion for helping customers succeed by exceeding expectations, a keen analytical mind for troubleshooting, and an ability to empathize with unhappy users
  • You have 3 years experience in a customer-facing role
  • You have a BA/BS degree or equivalent amount of additional work experience
  • You are exceptionally detail-oriented with excellent written and verbal communication skills and a well-developed sense of humor and optimism
  • You are a self-motivated team player who can juggle multiple high priority issues and ensure no issues fall through the cracks
  • You have experience with Salesforce or other support tools

Bonus if You

  • Have knowledge of HVAC Systems and Controls Integration and Building Management Systems
  • Have a Mechanical Engineering or Architecture background
  • Have Illustrator, Photoshop, SQL skills

Our Benefits

  • Market-leading software application centered on improving the workplace experience, Comfy : )
  • Brand new, bright, airy office in sunny downtown Oakland steps away from BART
  • Take-what-you-need vacation policy
  • Competitive salaries
  • Generous medical, dental and vision insurance
  • Matching 401k policy
  • Frequent team events (costumes optional) and lots of snacks
  • Independent start-up culture with the backing of a global corporate powerhouse

Our Promise to You

We believe your work is an extension of yourself. At Comfy, we hire many sorts of selves and that’s what makes us exceptional. We value diversity of thought, always asking tough questions, committing to solutions—and we do that best when we have and nurture every point of view. We value you, and we want to hear you, learn from you, and move forward together.

 

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