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Licensing Support Specialist

Sketch

Full Remote
Intermediate

We are building a Customer Support team based on the idea of helping people with honesty. We believe in assisting customers efficiently and humbly while helping the rest of our company to understand our user base better.

Your mission as a Customer Support Specialist will be to test and reproduce customers' Licensing issues, and ultimately help find them solutions.

For that reason, you'll have to be proactive but flexible, and empathic but candid. We genuinely believe in communicative people who can liaise with the rest of the company while showing the ability to maintain quality and performance, by keeping our pending issues in low numbers and the response time short. You'll have to demonstrate in-depth knowledge of our payment processes and Licensing policies while showing a great work ethic and good judgement for dealing with our customers.

What does an average day as a Licensing Support Specialist at Sketch look like?

We're a growing team with a simple approach to Customer Support that involves no escalations or tiers — so you'll have to be flexible and reliable.

A typical day begins with tackling any pending emails in your inbox and helping customers resolve their issues. You'll then need to respond to Licensing issues, depending on the tasks that have been assigned to you on a given period. We split our duties and rotate periodically to offer reliability and effectiveness.

During your day, you'll constantly be talking with people inside the Customer Support team, and elsewhere within Sketch, to either get or give help.

Over time, we will use your feedback on this workflow to help us refine it and become even more effective at helping our customers.

What are you going to learn?

We provide a flexible and ever-changing environment that will shape you as a resourceful specialist, able to tackle high amounts of cases per day. You'll develop your customer service skills, and as a result contribute to our internal processes tasked with improving the customer experience. You'll be in contact with different people from several countries around the world and you'll be part of a fast-growing company that you'll help to develop and improve.

As a remote organisation

we believe there are three key attributes to working successfully within a remote organisation. You'll need excellent communication skills, as well as good written and spoken English. You'll need to be self-motivated and be comfortable working in a remote position. And you'll need the ability to follow up on pending issues and parallel tasks closely and methodically.

We believe in

Honest, authoritative and effective support. You'll have to show empathy to understand the customers' needs and experience in providing the best solutions for them. You'll have a natural willingness to help and you're able to apply your knowledge into an understandable and reachable solution. Also, you'll be capable of deploying these skills with speed and reliability.

The ideal candidate

  • Is familiar with SaaS businesses and has experience providing solutions for complex support cases.
  • Demonstrates skill dealing with payments and refunds, along with the support cases derived from products like Licenses and Subscriptions.
  • Has superb communication skills and a natural willingness to help people.
  • Is located around a timezone within the Americas' East Coast (EDT) or Western Europe (GMT).
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