Customer Advocate - Technical Support (Remote - Phoenix or Las Vegas) - job 2 of 2

Location: Remotely based in either Phoenix, AZ or Las Vegas, NV

Conductor is also proud to have been recognized externally: the company was named the leader in 2020 Forrester Wave: SEO Platforms Research Report and have been top rated on G2 and TrustRadius by customers.

The Role:

The Customer Advocate is the face of our product and is a platform expert. You’ll interact with our customers every day and create meaningful, delightful experiences for them. You will guide users to answers within our knowledge base, educate them on best practices, and troubleshoot challenging technical issues. Partnering with your peers and cross-functional teammates, you’ll be the voice of the customer with our Product teams to ensure product evolution and excellence to meet the demands of our ever growing customer base. You’ll get all the help you need, but you’ll need to be comfortable being independent to be the most successful in this role.

Responsibilities:

• Provide support for all technical inquiries from customers related to Conductor’s platform via live chat, email, and asynchronous channels, as well as providing resolution for escalated technical issues
• Own the customer experience and work to exceed their expectations
• Partner with other teammates using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity
• Consistently look for solutions to problems and propose improvements if something could work better
• Drive product change and improvement to make Conductor the top tier Organic Marketing Enterprise SEO & Content platform
• Develop a deep knowledge of Conductor’s platform to remove technical barriers for our Customers and help them navigate a variety of tools within the Conductor Platform

Required Skills:

• At least 1 year of experience working in Technical Support, preferably within a SaaS business
• Excellent customer service skills – the ability to be empathetic, friendly, accurate, compassionate, responsive, resourceful, and conscientious
• Excellent organizational, written, and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to highly technical users in our tickets as well as knowledge base articles
• Be self-critical, with a strong focus on optimizing both your own and the company’s performance
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A strong sense of urgency with and eagerness to learn things
• Working knowledge of case management tools like Salesforce, Zendesk or similar ticketing system

Preferred Experience:

• Familiarity with HTML, XML, JavaScript, CSS and SQL
• Experience with SEO, Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends
• Experience troubleshooting in a SaaS environment

Compensation: Conductor maintains competitive, performance-based compensation programs. The base salary range for this role is currently $47,000 - $70,000. Actual base salary offered may vary within this range based on education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Benefits: Conductor offers the following attractive benefits and perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days, short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life and accidental death insurance, and a host of perks (YOLO Months, internet/cell phone allowance, fully stacked kitchens, etc.).

Conductor, LLC. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.