ToutApp is the leading provider of sales acceleration solutions that helps sales teams streamline communications to close more deals. ToutApp’s robust email tracking, templates and analytics help sales teams increase overall engagement throughout the sales process. Founded in 2011, ToutApp has more than 80,000 salespeople using its platform, with enterprise customers including Atlassian, Dropbox, Optimizely, Jive, Namely and more.

Responsibilities / What You’ll Do:

• Answer all questions related to ToutApp and handle tier 2+ customer issues; note - this is NOT an IT position.
• Educate and empower our customers to become better ToutApp users
• Own the customer experience and work to exceed their expectations.
• Problem-solving and looking for patterns in usage of ToutApp
• Create FAQs, videos and help articles based on your conversations with customers
• Work side-by-side with our Engineering team to solve complex technical issues
• Be ToutApp's champion for all internal departments and help them be successful in their roles
• Drive product change and improvement to make ToutApp the leading Sales Empowerment platform
• Help develop processes to help the company scale to support the rapid growth of customers

Requirements/ What We're Looking For 

Soft Skills

• You love talking to people on the phone and building relationships with your customers
• You are able to empathize with customers in a genuine way that lets them know you care about their issues
• You’re a team player that can follow and lead as situations dictate
• You have an ability to explain complex issues in terms that are easy to understand
• You’re curious and have a natural ability to “take a step back” from a problem, in order to see the entire picture and ask the right questions

• A minimum of 2 years experience in a Customer technical support role
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for escalations and future reference
• Experience in setting up and using email clients such as Outlook (2007, 2010, 2013) and Gmail
• Experience in using online meeting or desktop sharing software such as GoToMeeting
• Knowledge of web-based software, including Google Apps, Salesforce, Marketo

Perks:

• Unlimited vacation
• Employee covered benefits (medical, dental, vision)
  
• An office located in San Francisco’s Financial District
  
• Weekly team Happy Hour
  
• A top-of-the-line Mac setup