Customer Support Representative

Austin, Texas
Support
Full-time
Come work at Smarter Sorting!

About Us
Smarter Sorting is a purpose-driven company committed to increasing sustainable options for unsold or damaged products. Our cutting-edge machine learning technology enables cost-effective, compliant decisions for all unsold products, and our process advances our partners’ zero-waste goals.

As a collective group of machine learning experts, successful serial entrepreneurs, data scientists, sustainability experts, and national account program managers, our passion for data-driven sustainability drives us toward a singular goal: to reduce waste through the salvation of unwanted items. Our goal is to take valuable products current being driven hundreds of miles and burned and have them be used for their original purpose in local communities.

At Smarter Sorting: We do what it takes. We are driven to become experts. We are not jerks. We are real. We have grit. A healthy culture is key to our company’s success and more importantly our employees’ happiness. Our core values drive our culture and in turn, we achieve our vision.

Better decisions. Better data. Greener planet. All made possible by the best people. Come join our team!

About You
Smarter Sorting is at the base of an exponential curve in growth. We need a Customer Support Representative to take ownership of delighting our current customers and build up processes and policies. Since this is our first hire on the Customer Support team, this person will have lots of independence and huge future growth opportunities. They will handle all incoming calls and emails and provide exceptional customer service. 

What You'll Be Doing

    • Answer and respond to all incoming support calls and emails with exceptional levels of customer satisfaction
    • Build upon existing processes such as tickets, reporting, training and other foundational aspects of support
    • Troubleshoot hardware and software issues and escalate to technology team as needed
    • Hit SLAs and KPIs related to first response time, resolution time, customer satisfaction etc.
    • Ensure that work resources are reviewed and updated as needed for our external knowledge base
    • Manage all support tools (HelpScout, Aircall, etc.)
    • Develop and maintain relationships with current and future Municipal and Large Retail customers
    • Organize, audit and maintain client directory and documentation
    • Help develop protocols and guidelines to address client needs and issues
    • Help design a process for soliciting client feedback and implement ways to improve
    • Assist in onboarding new clients
    • Assist sales and engineering with new product research, customer needs, and market trends

Your Experience + Skills

    • 1+ years of Customer Support Experience required
    • 1+ years working at a startup or in a small team preferred
    • Bachelor’s Degree preferred, but not required
    • Experience with Support tools (ticketing, tracking, CRM, etc.)
    • Extremely Tech-savvy and quick to learn new software tools
    • Excellent communication skills and the ability to understand customer needs
    • Detail oriented and organized
    • Driven by follow through and execution
    • Value and display ownership
    • Proactive in your approach, but able to resolve issues reactively as needed
    • Ability to apply analytical techniques to open-ended business queries
    • Possess the highest level of integrity, honesty, and professionalism
    • Capable of positively impacting strategy through collaboration, tools, and practices

Your 1st month:

    • Learn everything there is to know about our product
    • Learn our support tools like HelpScout, Aircall, Victorops
    • Start taking support tickets and calls

Your first 3 months:

    • Become proficient at all things support
    • Launch the external knowledge base and update routinely
    • Organize, audit and maintain client directory and documentation 

Your first 6 months:

    • Forecast support team needs
    • Provide documentation for all support processes and SOPs
    • Solicit client feedback and implement ways to improve


Your Benefits & Perks

Smarter Sorting offers:
-Competitive Compensation Packages
-Medical, dental & vision insurance
-401k program
-Short-term disability insurance
-Unlimited PTO
-Continuing Education & Lunch N Learns
-Bi-Annual All-Hands
-Volunteering & Special Events (with baby goats in attendance)
-Snacks, drinks, lunches and dinners