Customer Support Specialist

**We are only considering hires in Atlanta, Boston, Indianapolis, or Chicago**

Are you ready to make a difference? At Greenlight Guru, our leading SaaS platform helps some of the world’s most innovative medical device companies bring higher quality, life-changing products to market faster. Our cloud-based technology serves 1000+ global customers with a platform that powers end-to-end product lifecycle excellence from idea to commercialization to postmarket surveillance.

Headquartered in Indianapolis, IN, we are a remote-first company on a mission to improve the quality of life. Having raised over $120M from top-tier investors, we are rapidly scaling with a driven and relentless commitment to helping our customers succeed. Since 2021, we are part of JMI Equity, a growth equity firm focused on leading software companies.

We are looking for a Customer Support Specialist to join our Customer Success team and help us fulfill that mission of improving the quality of life for all people. This position will report to the Senior Director, Product Operations and will have the following responsibilities:  

• Learn and understand Greenlight Guru’s software products and the industry that utilizes them
• Respond promptly to all inbound support tickets and emails
• Provide email, chat, phone, and video support to customers
• Escalate issues to appropriate stakeholders to resolve them promptly
• Build strong relationships with colleagues and clients
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer-focused initiatives.
• Participate in testing new features and releases.

You’ll be successful if you are:

• A highly organized and tenacious record-keeper who logs and maintains customer notes and processes in relevant systems
• A great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment 
• An excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, by phone, in email, and through ticketing systems
• Able to gracefully juggle multiple customer needs and responsibilities
• Tech-savvy and comfortable toggling between various SaaS tools 
• Proficient user of Zoom, Google Suite, Salesforce.com, Opsgenie, Slack, and/or Zendesk a plus

This role can be located within commutable distance of Atlanta, Boston, Indianapolis, or Chicago. On-target earnings are $65k-$70k. Compensation is determined by factors such as, but not limited to, experience, education, skills, and geographic location. 

At Greenlight Guru, we believe that the fundamental importance of Diversity, Equity, Inclusion, and Belonging (DEIB) is critical to our strength as a company We work to provide a safe and inclusive experience - regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. If you need assistance or accommodations to submit your application for this position, please email careers@greenlight.guru.