Mamava
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Customer Support Specialist
role at
Mamava
This role is posted by https://www.vermontjoblink.com. For more information, please see: https://www.vermontjoblink.com/jobs/1321689. The CSS drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. The customer support specialist is the primary point of contact for all service‑related inbound inquiries, manages and organizes the inquiries, prioritizes and escalates appropriately, and reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule, and an option to work in Springfield, VT.
Position Summary The Customer Support Specialist drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. They are the primary point of contact for all service‑related inbound inquiries, and are responsible for the management and organization of the inquiries, prioritizing and escalating appropriately. The CSS reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule. There is an option to work in our Springfield, VT location with a hybrid schedule, as well.
Responsibilities
Work closely with the Customer Support Manager to create and maintain operational efficiencies
Manage Mamava's service tickets communicating with customers via Service Hub, phone and email
Order replacement parts from the manufacturer and update applicable documents
Act as the front line for initial troubleshooting and level 1 diagnosing
Resolve level 1 service tickets and escalated level 2+ tickets with detail to the Customer Support Manager with relevant context and details as needed
Guide customers through steps to resolution for requests that can be resolved without Mamava intervention
Develop first‑draft service orders (instructions) for resolution
Serve as a resource for customers who are doing their own installations and repairs
Process customer service orders ensuring that all related expenses are accounted for and have been assigned
Keep records of user interactions within the selected customer relationship management and/or service tool
Provide on‑call coverage when needed
Travel as necessary to support the Customer Support Manager on installation or service visits ( Qualifications
2–3 years experience in customer service
Bachelor's degree preferred
Prior technical support experience is preferred
Working knowledge of G‑Suite products (Google Docs, Sheets, Drive) and CRM/ERP management tools (HubSpot/SalesForce, Sage X3)
Familiarity with mobile technology, applications, and basic electrical and hardware components along with basic mechanical skills and willingness to learn
Basic mechanical skills and the willingness to learn detailed assembly instructions with hands‑on experience
Ability to work flexible shifts and to adapt to changing work schedules
Data entry and strong organizational skills
Effective listening and analytical skills, as well as the ability to summarize information and offer solutions
Excellent verbal and written communication skills
Problem‑solving with the ability to anticipate and mitigate risk
Self‑motivated and proactive with demonstrated creative and critical thinking capabilities
Attention to detail and follow‑up on tasks ensuring completion
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Design Services
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Customer Support Specialist
role at
Mamava
This role is posted by https://www.vermontjoblink.com. For more information, please see: https://www.vermontjoblink.com/jobs/1321689. The CSS drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. The customer support specialist is the primary point of contact for all service‑related inbound inquiries, manages and organizes the inquiries, prioritizes and escalates appropriately, and reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule, and an option to work in Springfield, VT.
Position Summary The Customer Support Specialist drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. They are the primary point of contact for all service‑related inbound inquiries, and are responsible for the management and organization of the inquiries, prioritizing and escalating appropriately. The CSS reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule. There is an option to work in our Springfield, VT location with a hybrid schedule, as well.
Responsibilities
Work closely with the Customer Support Manager to create and maintain operational efficiencies
Manage Mamava's service tickets communicating with customers via Service Hub, phone and email
Order replacement parts from the manufacturer and update applicable documents
Act as the front line for initial troubleshooting and level 1 diagnosing
Resolve level 1 service tickets and escalated level 2+ tickets with detail to the Customer Support Manager with relevant context and details as needed
Guide customers through steps to resolution for requests that can be resolved without Mamava intervention
Develop first‑draft service orders (instructions) for resolution
Serve as a resource for customers who are doing their own installations and repairs
Process customer service orders ensuring that all related expenses are accounted for and have been assigned
Keep records of user interactions within the selected customer relationship management and/or service tool
Provide on‑call coverage when needed
Travel as necessary to support the Customer Support Manager on installation or service visits ( Qualifications
2–3 years experience in customer service
Bachelor's degree preferred
Prior technical support experience is preferred
Working knowledge of G‑Suite products (Google Docs, Sheets, Drive) and CRM/ERP management tools (HubSpot/SalesForce, Sage X3)
Familiarity with mobile technology, applications, and basic electrical and hardware components along with basic mechanical skills and willingness to learn
Basic mechanical skills and the willingness to learn detailed assembly instructions with hands‑on experience
Ability to work flexible shifts and to adapt to changing work schedules
Data entry and strong organizational skills
Effective listening and analytical skills, as well as the ability to summarize information and offer solutions
Excellent verbal and written communication skills
Problem‑solving with the ability to anticipate and mitigate risk
Self‑motivated and proactive with demonstrated creative and critical thinking capabilities
Attention to detail and follow‑up on tasks ensuring completion
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Design Services
#J-18808-Ljbffr