Responsibilities:

· Excellent problem-solving skills and the ability to learn the Quick Base product

· Provide world class support to our premium support customers

· Provide detailed feedback to Product on requests from our most strategic accounts

· Use your support and development background to enable customer success using the Quick Base Platform as a Service technology

· Respond to complex inquiries of a technical or functional nature that are not routine and require deviation from the standard screens, scripts and procedures

· Partner closely with the Escalations lead with customer issues that need to be escalated to the Product Development team

· Assists in training and/or coaching other Tier 1 employees

· Creatively solve problems with a bias toward innovation

· Provide support that generates a high level of customer satisfaction. Is able to effectively move detractors to promoters through customer interactions

Qualifications:

· Excellent problem-solving skills

· High analytical skills including researching, analyzing and determining root cause to problems

· A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals

· Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data

· Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email

· Ability to manage multiple priorities within a fast-paced environment

· Previous experience in customer service, banking, financial services or call center experience is helpful

· We are looking for folks that want to WOW and deliver for customers, work hard and have fun doing it

· Understanding of database concepts

Behavioral and Interpersonal:

· Ability to collaborate with stakeholders in different teams to influence change through a matrix organization.

· Strong organizational, analytical skills and problem-solving ability – both strategic and tactical planning.

· Self-starter and intellectually curious.

· Exhibit deep customer empathy

· Natural ability to be transparent and open to feedback.

· Sense of urgency, resourceful and never sacrificing quality.

· Capacity to work in a high growth, fast-pace environment.

· Strong interpersonal, strategic and tactical planning and analytical skills. "Can do" attitude and intense desire to excel.

· Collaborative team player with high standards and ethics.

· Ability to mentor and help coach others both technically and personally