LogMeIn

  • Customer Support Representative

    Job Locations US-MA-Boston | US-VA-Fairfax
    Category
    Customer Care
  • Overview

    You must be energetic and customer-focused, possess technical and business aptitude, and have a desire to be in support and grow our business. You must be hungry to learn at a rapid pace and continually build your skills. You will provide a full customer service experience to our new, existing and trial users of LastPass and should have at least one year of customer service and/or technical support or recent and relevant training. You must possess excellent organizational, time management, prioritization, and follow-up skills and can work both independently and within a team environment. 

    There are opportunities for career growth into the LogMeIn Organization for high performers in this role.

    Responsibilities

    • Ensure Customer satisfaction, for both external and internal customers
    • Drives outbound care campaigns and more complex customer engagements
    • Conducts phones calls, writes emails, follows up on survey responses, and analyzes survey data to ensure customer success
    • Engages and leads projects related to customers as well as internal process improvements
    • Convey user feedback to appropriate business areas such as Marketing, Product Management, and Development.
    • Interact with customers to assure satisfaction and understanding of the product and its features.
    • Troubleshooting, software installations/configurations
    • Generate new and renewal sales by determining user requirements and recommending appropriate products and solutions
    • Respond to issues and questions from end users and customer support representatives via phone and online channels
    • Effectively interact with users of all technical skill levels to assess severity level and define, research, and resolve issues and questions quickly and accurately
    • Provide timely updates to users, colleagues, and management on the status of outstanding issues
    • Maintain status of issues in a call-tracking system and follow-up on escalated issues
    • Other responsibilities as assigned

    Qualifications

    • Customer-focused – what we do revolves around the customer!
    • Bachelor’s degree or equivalent preferred
    • 3 years’ experience in a customer-facing role
    • Experience with LogMeIn products, as well as other remote-access products, preferred
    • Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction
    • Tech-savvy, personable with natural problem-solving abilities
    • Opportunity for progression to team lead for top performers in this role
    • Ability to excel in data-driven, metrics-oriented environment
    • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment.
    • Has a keen interest in Software-as-a-Service (SaaS)
    • Strong presentation/demonstration skills, effectively works directly with customers and internal teams
    • Demonstrated ability to manage a high volume of activities with varying priorities
    • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
    • Excellent customer relationship skills; ability to penetrate, grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues
    • English-speaking proficiency
    • Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com
    • Knowledge of mobile platforms (iPhone, Android)

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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