About Raydiant

Raydiant is on a mission to create amazing experiences for people everywhere they go. 

Using a first-of-its-kind technology, Raydiant reimagines and transforms customer and employee experiences through dynamic and interactive digital signage. Some of the nation’s most recognizable brick-and-mortar companies, including Chick-Fil-A, First Bank, Harvard University, Thomson Reuters, and Wahlburgers use Raydiant to keep employees engaged and customers coming back, all while driving revenue. 

Built with both people and businesses in mind, Raydiant focuses on the experience so companies can focus on their products. Franchise managers, IT, marketing, and communications executives can effectively scale their brick-and-mortar operations while eliminating outdated technology. Our superior product, service, and integrations seamlessly create more engaging and personalized in-store experiences that keep customers coming back and buying more. 

About the Role

Raydiant is seeking a Support Specialist to join our growing team. As a Support Specialist, you will answer customer support inquiries, maintain high quality service to our customers, and work with internal teams for escalations. In addition to being responsible for ensuring processes are followed, you will have the opportunity to create new processes and streamline existing ones by working with our internal teams. 

What You Will Be Doing

• Actively support our customers via multiple channels feeding into our ticketing system

• Improve the customer support process which involves driving quick resolution and high quality service to customer impacting issues

• Ensure the attainment of support SLAs are achieved with high customer satisfaction

• Establish and adhere to customer support case management practices, including meeting defined SLAs

• Identify technical issues, suggest product enhancements, and communicate and escalate them internally and externally

• Create and maintain internal and external facing documentation and reference materials for troubleshooting and product support and tutorials

• Partnering with our Sales, Customer Success, Engineering, and Product teams to represent the voice of the customer

• Ability to be on-call as needed to guarantee customer SLAs and expectations

What We are Looking For

• At least two years of experience in the direct management of customer support tickets, processes, and systems

• Very strong troubleshooting and problem-solving skills, with the ability to create and leverage data insights to draw insightful conclusions

• Strong experience working with Product, Engineering, and Sales teams driving coordination and collaboration between the disparate groups

• Possesses professional written and verbal communication skills for an active customer base

• Strong experience with writing technical documentation and training materials for internal and external audiences

• Highly knowledgeable and experienced in the operations of technical SaaS, Application IT, and IoT

• Aptitude for understanding and teaching new technology

• Innate ability to adjust quickly to changing priorities and conditions

• Experience in a 24x7 support environment

• Bachelor’s degree in a technical discipline or equivalent

• Possesses a can-do, no-problem-too-big-or-too-small attitude

Bonus Points For

• Previous experience using Salesforce Service Cloud, Zendesk, Intercom, or similar customer support ticketing systems

• Previous experience using Salesforce or other SaaS CRM tools

• Previous experience working with Atlassian products (Jira, Trello)