Customer Support Agent

Description of the Role
This is a part-time, customer-facing position within the Customer Success team at Zenventory’s Lehi, Utah location. An ideal candidate for this position will become an expert in the Zenventory software platform and serve in a hybrid role that combines technical support, customer service, and product training to help sustain and grow our subscriber base.
We offer competitive hourly pay with the opportunity to grow into full-time employment.

What You Will Do

• Become an expert in the Zenventory software platform and the industries we serve.
• Provide Level 1 technical support by fielding inbound phone calls and support tickets from existing customers, promptly resolving product questions, and documenting bug reports.
• Provide Level 2 technical support as you gain experience by serving as an internal resource for other support agents and our dealer network.
• Support the sales team by participating in scheduled virtual meetings with prospective customers to learn about their business requirements and demonstrate how Zenventory can meet their needs.
• Listen to and document customer feedback to help improve the software.
• Train and onboard new users by guiding them from signup to successful launch through scheduled training sessions and screen-sharing tools.
• Review activity within existing accounts to proactively identify problems and opportunities within the user base.
• Assist with testing new features and bug fixes by providing backup support to the QA team during downtime.

Qualifications You Need

• A strong sense of curiosity about how things work and a natural talent for identifying the root causes of problems.
• Strong written communication skills and solid grammar. You will be the voice of the company to our customers, and most communication will be in written form. You must be able to break down complex concepts into simple, understandable terms. Collaboration with teammates will also frequently occur through written communication (Slack/email).
• Self-motivated team player mentality. This is not a lone-wolf position. You must maintain positive working relationships with colleagues across sales, engineering, technical support, and leadership teams. However, because we are a small team that values autonomy over micromanagement, you must also be able to work independently with minimal supervision after the training period.
• Ability to multitask efficiently. You should enjoy a fast-paced environment where new challenges emerge regularly and feel comfortable prioritizing tasks effectively.
• Ambition and integrity. The ideal candidate will be self-motivated to maximize their own professional success by delivering genuine value and exceptional service to our clients.
• Basic knowledge of office applications such as Excel and Word.

Bonus Points For

• 1+ year of success in technical support, technical sales, customer service, account management, or a similar role. Experience with SaaS (Software as a Service) is a plus.
• Familiarity with inventory management, retail, e-commerce, warehousing, or shipping industries.
• Technology-focused education (completed or in progress).
• Basic understanding of APIs and how they are used.

Life at Zenventory

• Strong “promote from within” culture with a startup feel. We reward team members who give 100% every day toward advancing our mission, and there will be many opportunities for growth and leadership as we continue to expand.
• Class A office space located in Lehi, Utah.
• Company-provided laptop and any additional equipment needed to perform your role successfully.

Compensation
Starting Compensation: $20/hour

Advancement Potential
At Zenventory, we aim to promote from within. Potential career paths that may grow from this position include, but are not limited to:

Business Development

• Sales Specialist
• Account Manager
• Channel Manager
• Marketing

Technical

• QA Engineer
• Software Engineer
• Product Manager
• Implementation Manager
• Cloud Operations Technician

This job description is not intended to be all-inclusive, and employees may also perform other related business duties as assigned by their immediate supervisor or other members of management. This organization reserves the right to revise or modify job duties as business needs evolve. This job description does not constitute a written or implied contract of employment.