Customer Support Specialist

Department: Customer Success

Location: San Jose, CA

Customer Support Specialist

 

Who is Outward Inc?

Outward Inc. is a visual transformation technology company. Since 2012, our team of inventors, technologists, brand experts, and changemakers, have been reinventing the retail customer shopping journey through innovations in product visualizations.

Using cutting-edge 3D, AR/VR, and web technologies, Outward is bringing the advantages of automated, AI-perfected product photography to our clients — allowing them to produce a large volume of product images at the push of a button and publish them in any format — from e-commerce to traditional media.

These innovations enable a breadth of digital experiences and meaningful interactions between manufacturers and retailers of all sizes, and their customers.

Outward, Inc. is based in San Jose, CA and is a wholly-owned subsidiary of Williams Sonoma, Inc. (www.outwardinc.com).  Outward, Inc. is an Equal Opportunity Employer.

 

About the Role

As a Customer Support Specialist you will be the foundational front line support team member reporting to the Customer Success Leader. This role will support and deliver a best-in-class service experience for customer issues, inquiries and internal customers on multiple brands within Outward, Inc., such as our Aperture Platform and Ensemble Room Planner products, while delivering support to our customers via email and chat.

 

Responsibilities

To deliver the best customer support experience possible, you will become an expert in our products and processes, follow up and deeply understand new product updates, help update our foundational Knowledge Base for multiple product lines. We are interested in you as you are passionate about:

 

  • The initial point of contact to help a customer through chat and email as well as mitigate risk and overcome challenges.
  • Help Field Service Specialists when problems arise.
  • Be able to deal with ambiguity, utilize robust problem-solving skills. Assist in updating the customer knowledge base. Partnering with Customer Success team members to elevate issues in the customer journey, document both hardware and software issues.
  • Help with Onboarding and training of new customer support team members.
  • Quickly resolving customer inquiries, including but not limited to, questions, problems, troubleshooting concerns, repairs on multiple product lines.
  • Additional responsibilities as required for customer support.

Values

 

  • You believe that team collaboration.
  • You help foster a positive, collaborative, inclusive and safe work environment wherein individuals feel empowered to share their ideas, their not so good ideas and learn from each other.
  • You lead by example.

You are

 

  • Some previous Customer Support Experience.
  • Motivating and collaborating with others, following through on customer issues, always exhibiting empathy and staying calm under pressure.
  • Excellent communication skills both verbal and written.
  • A collaborative team player that thrives in a highly dynamic, often ambiguous, and fast-paced environment.
  • Passion for continuously learning new technologies and being able to provide value to the customer.
  • Photography, Graphic design Photoshop, Lightroom or creative background is a plus

Benefits Just for You

  • Medical, Dental, Vision
  • 401K
  • Paid time off
  • Company-sponsored team events such as regular staff parties
  • Fantastic new headquarters
  • Fully stocked kitchens with catered lunches twice a week
  • On-site gym
  • Office dogs! Bring your furry pal with you to work
  • Friendly, caring co-workers and management

Why you will love working at Outward, Inc.

  • We’re a successful, fast-growing company with an entrepreneurial vibe
  • A technologically and data-driven business
  • Competitive salaries and comprehensive health benefits
  • We’re at the forefront of tech and eCommerce, redefining technology for the next generation
  • We’re passionate about our internal and external clients and live/breathe the client experience
  • We get to be creative daily
  • A smart, experienced leadership team that wants to do it right and is open to new ideas
  • We believe in autonomy and reward taking initiative
  • We have fun!

This position Will Not offer relocation, remote work, or Visa Sponsorship assistance.

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