ABOUT BURNING GLASS

Burning Glass Technologies is a leading labor market analytics provider whose SaaS solutions play a growing role in closing the skills gap and informing educational needs for the workforce.  Burning Glass proudly serves a global clientele, including education institutions, government workforce agencies, academic research centers, global recruitment, staffing agencies, major employers, and leading job boards with detailed real-time awareness into labor-market demand.

ABOUT THE POSITION

The full-time Customer Support Specialist position, based in our Boston headquarters, is responsible for building relationships with our customers, helping them use the Burning Glass software, and assisting them with challenges they may encounter.  This includes answering technical questions, solving tickets, dealing with complaints, and further developing our knowledge base.  You should strive to provide excellent customer service through email, chat, phone and social media.  Your work should result in client satisfaction, retention and growth.

RESPONSIBILITIES

• Learn new technologies quickly and ability to understand complex use cases and problems
• Assist both technical and non-technical clients in troubleshooting questions through chat, phone, online meetings, social media, and in some cases in-person
• Work with technical support team to ensure that urgent client issues meet our SLA targets
• Communicate issue resolution or escalation details to clients
• Create and maintain Help materials for our knowledge base and ensure they are accessible to our clients
• Utilize the CRM to document and track assigned issues

QUALIFICATIONS

• Outstanding presentation and communication skills (written and verbal) 
• Excellent customer service skills: the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to understand customers' problems and offer a perfect solution for their unique needs
• Highly organized and great at keeping track of large and small tasks
• Working knowledge of CRM tools (Ex: Salesforce, Jira) is a plus
• Experience working with SaaS products is a plus

Burning Glass Technologies is committed to provide equal treatment and opportunity to all individuals without regard to gender, gender identity or expression, marital status, age, race, religion, national origin, ethnicity, disability, sexual orientation, veteran or military status, or any other category protected under the law. Burning Glass Technologies is an equal opportunity employer; committed to a policy of equal access, and inclusion, and a safe workplace free from discrimination, harassment, and retaliation.