Implementation and Support Specialist

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Do you take pride in being the person your friends and family call to set up their new phone and fix their computer? If you answered yes, Encircle Labs is looking for someone like you. The ideal candidate will be very organized, logical, and customer service oriented. You enjoy  working both independently and in partnership with a team to successfully onboard and integrate each new customer onto the Encircle Labs app. As an Implementation and Support Specialist you will configure new projects for our customers, answer any initial questions, troubleshoot potential issues, and provide comprehensive product education with a focus on customer service. The goal of this position is to usher in new customers with a passion, instill product excitement, and set a positive tone for our customers’ first 30-90 days of product use.

Responsibilities

  • Configure new projects and perform quality assurance checks before deploying 
  • Provide product support and education, answering all initial questions regarding use of the product, gather feedback and potential bugs to populate cross functionally across departments for an optimal product and superior customer experience
  • Record, resolve, and research errors and issues
  • Maintain self-help knowledge center
  • Collaborate with internal teams to strengthen processes and deliverables
  • Maintain advanced level knowledge of Encircle Labs’s products and procedures
  • Manage independent workload and ensure both high-quality work and timely delivery
  • Identify and document potential improvements to Encircle Labs’s procedures including training, documentation, and system enhancements to increase client and employee retention and satisfaction

Requirements

  • Strong verbal and written communication skills
  • A customer centric mindset with a true desire to help others
  • Medium tech savvy (SalesForce Service Cloud, Jira, Slack or equivalent, Admin system)   
  • Strong analytical skills, attention to detail, dependability, and follow-through
  • Flexible and willing to work within a rapidly changing and evolving start-up
  • Ability to work in a fast-paced and self managed environment

Bonus Points

  • Knowledge of construction
  • Experience in product support

Employee Experience

  • Medical, dental, and vision insurance for employees
  • Company stock options
  • Unlimited PTO
  • Company issued Macbook computer
  • An inclusive, exciting start-up culture that offers accelerated career & personal growth

About Encircle Labs

Encircle Labs is rethinking risk management and payments for the $1.2T home construction market. Our leadership are serial entrepreneurs with expertise combining AI/ML, banking, construction, and enterprise software. Founded in 2019, Encircle Labs operates in stealth mode backed by industry luminaries and venture funding.

 

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