The Purpose of This Role

This role is responsible for handling all incoming and outgoing chat support requests for Snappy Kraken and all Enterprise platforms. This role’s primary responsibility is to help our members learn and adopt the Snappy Kraken platform by answering questions brought up to chat support, as well as escalating tickets to Technical Support (Tier 2), or other departments as needed. The Chat Support Specialist role requires excellent written and verbal communication skills, as well as some technical knowledge or learning capabilities to quickly learn the ins-and-outs of the Snappy Kraken platform and how it operates.

This role reports to the Manager of Technical Support.

Primary Role & Responsibilities

The primary function of this role is to help solve some of our member’s most common questions about using our platform, as well as routing incoming requests to the correct departments. This includes:

• Answering basic technical questions from members

• Teaching members the ins-and-outs of Snappy Kraken

• Answering questions about the actual use of the Snappy Kraken platform

• Partnering with the Member Engagement team to ensure Onboarding efficiency and onboarding goals

• Routing questions to the appropriate email inboxes for issues not solved within Tier 1

• Knowledge of new and upcoming features on the platform to share with members

• Basic triage of technical issues to be escalated to the Technical Support Team

• Knowledge of new and upcoming campaigns on the platform to share with members

• Escalation of true Customer Success questions that cannot be answered in chat to the CSM inbox

Primary Qualifications

• 2-4 years of customer support experience, preferably in a SaaS environment

• Previous industry experience in financial services, marketing, or technology preferred

• Excellent written and verbal communication skills, as well as organizational skills

• Ability to multitask and prioritize

• Self-starter with strong problem solving skills

Essential Qualities for Remote Team Members

Having a distributed team allows us to do great work with amazing people, who not only deliver tons of value, but who also find the process itself deeply satisfying. Remote team members have the freedom to choose their place to work. The key to success is making good things happen consistently as a leader in your area of expertise. There must be mutual trust among team members to get work done right and on time. The ideal candidate will have successful experience producing in a virtual environment and these natural characteristics: 

• Productive working independently and on a team 

• Disciplined 

• Accountable 

• Trustworthy 

• Ability to prioritize, multi-task, and stay organized 

• Attentive to the internal organizational structure 

• Adaptable 

• Computer literate and tech-savvy 

• Ability to communicate clearly in writing 

• Emotional intelligence 

• Achieve and own results of your work 

Working remotely for Snappy Kraken requires that each team member independently obtains and maintains their own proper working environment, fully equipped with all needed furniture and supplies, including but not limited to stable high-speed internet. The chosen work environment must be clean and free of distractions or noises that may inhibit the ability to provide the functions described in this job description. 

Probationary Period 

New hires must complete a 90-day probationary period. During this time, a new hire will receive training to help them get acquainted with the role, our culture, and learn how to properly execute job functions. An employment relationship may continue if it’s a good fit for everyone, based on the new hire’s alignment with Snappy Kraken values, performance evaluation of specific milestones, accessibility, and communication.  

Accessibility Requirements

As a remote company, it is critical to remember that our contributions and teams are interconnected and accessibility is the expectation. Availability during standard East Coast business hours, or as scheduled, for client inquiries, team calls, and video chats is expected. 

Growth Opportunities

We believe every team member of Snappy Kraken can reach their maximum potential. We are intent on alignment around Outcomes and Key Results (OKRs), addressing obstacles and opportunities openly and honestly, and regular reporting and tracking of development. Continuously refining values, skills, and knowledge is fundamental to future growth opportunities.

About Snappy Kraken

Snappy Kraken is a transformative Automated Growth Program for financial advisors, built on the exclusive Cold to Gold framework. Advisors take what they’re already naturally good at online with the content, automation, and support they need to GROW! 

Benefits

• Health/Dental/Vision/Life/AD&D/STD/LTD available after 90 days with employer premium contribution

• 401k with company match available after 6 months

• PTO and paid holidays

• Annual education stipend

• More perks & benefits

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.