Careers at Jigsaw

Account Support Representative

Location: Post Falls, ID
Reports To: Director of Customer Success

The Company

Jigsaw (www.jigsaw.com) is quite simply unlike any other organization. We firmly established ourselves as one of the unique success stories of the Web 2.0 revolution. For the past several years Jigsaw has been leveraging user generated content to map the global business community. By doing so, we have created an online, collaborative business-contact marketplace where marketers, recruiters, and sales people can buy and trade third-party business contact information. Even the most world-weary VC's applaud the paradigm shifting vision at the heart of the Jigsaw story:

"It's always a mind blower when some startup fundamentally changes the rules in any category that is assumed to be mature." – Jeff Nolan, SAP Ventures

This is a rare opportunity to join one of the most unique companies in Silicon Valley, where a healthy contempt for the status quo is essential, and to play a central role in accelerating the growth of this successful business to a position of global market leadership. Jigsaw is a venture-funded startup with offices in San Mateo, CA, and Post Falls, ID.

Find out what the Wall Street Journal, San Francisco Chronicle, Business 2.0, Smart Company and Information Week are saying about Jigsaw by going to our Press Room. We look forward to hearing from you!

The Role

The Account Support Representative is the first line of support for Jigsaw's corporate clients and individual members. The position is primarily responsible for handling billing and account related issues as well as educating our members on our services, solutions, and navigation of the website. Account Support team members are responsible for driving customer satisfaction and ensuring customer retention and renewal. The Account Support Representative works closely with Technical Support as well as members of the sales team in routing and escalating calls.

Responsibilities

• Provide phone, e-mail, and live chat support for corporate and individual users/members
• Assist members with all billing and account related issues
• Train, explain tasks, and assist in the solution of problems
• Educate new and existing members on how to use Jigsaw.com as well as provide general information regarding our products and services
• Receive customers' requests by telephone, e-mail, and/or live chat. Analyze requests, provide information requested or ascertain who best can provide the information, and route the request to the proper person
• Assist Customer Success Managers and Account Executives in setting up new accounts, running usage reports, as well as managing point allocation and log-ins
• Work with members of the sales team, Fraud/Privacy, and Billing in pushing transactions through PayPal
• Document support calls through Salesforce.com in an effort to build our solution knowledge base as well as analyze transactions
• Clearly document and communicate issues to Technical Support, SQA and/or Engineering
• Provide product feedback from listening to and observing customers' use of our products and/or solutions
• Help test and evaluate new product enhancements prior to release
• Write new Help Topics and/or Solutions to cases or new features
• Supports the new hire training effort
• Maintain liaison with other departments for sales support
• Have knowledge of product line, prices, delivery methods, various marketing promotional services, and similar data, as required

Requirements

• High School Diploma/GED Required, College preferred. Previous account support and/or customer service experience required
• Extremely well organized and able to manage multiple tasks simultaneously
• Strong written and verbal communication skills are required; ability to communicate technical concepts in the most simple of terms to a non-technical audience
• Demonstrated excellent phone and written communication skills
• Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others. Must be able to work independently, with little supervision, and as a member of the team
• Positive, upbeat and pleasant phone demeanor
• Proven analytical and problem-solving skills
• Ability to work effectively with difficult and/or demanding customers
• Applicant must have excellent computer skills. Must be familiar with Microsoft Office, Outlook and Internet Explorer

Benefits

• Competitive salary based on experience
• Medical, Dental, Vision, AD&D, Life and Long-term Disability Insurance
• Medical and Dependent Flexible Spending Account Plans
• 401K and stock options

How to Apply:

• Please Visit: https://home.eease.com/recruit/?id=115978
• This is a full-time position