Position Summary:

We are looking for a Senior Analyst who is experienced in eSignature platforms.This role acts as the primary contact for internal global customers, handling inquiries, resolving complaints, training, and providing product information via phone, email, or chat. Key responsibilities include maintaining accurate account records, boosting brand loyalty through positive interactions, and troubleshooting issues. This role will require direct communication with internal customers. To be successful, excellent written and oral communication skills are required.

Job Description & Responsibilities:

Inquiry Management: Responding to customer inquiries promptly via phone, email, chat.

Problem Resolution: Troubleshooting product/service issues, managing complaints, and providing solutions. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering ways to grow usage of eSignature.
Documentation: Updating and maintaining accurate customer records in eSignature systems as well as creating and updating Standard Operating Process documents.
Product Knowledge: Maintaining up-to-date knowledge of products and services to provide accurate information and training. Recognized internally as a subject matter expert.
Escalation: Referring complex, unresolved issues to supervisors or higher-level support.

Required Experience/ Qualifications:

Communication: Strong verbal and written communication skills. Strong interpersonal/relationship management skills.
Self-Management: Strong time and project management skills.
Empathy & Patience: Ability to remain calm and professional under pressure.
Technical Skills: Knowledge of Adobe Sign or DocuSign, Microsoft tools (excel, etc), basic computer skills, and ability to learn new tools.
Problem-Solving: Strong critical thinking to resolve customer issues efficiently.
Education/Experience: High school diploma or equivalent, with previous customer service or call center experience preferred.

Experience, Education and Training:

1-7 years of experience in Customer Service.

Desired Experience:

Self-starter with ability to manage time wisely and adapt to ambiguity.
Ability to absorb and understand new concepts rapidly and efficiently.
Growth mindset with a desire for continuous learning.

Customer Support Specialist