Customer Care Specialist (Night Shift)

Why N-able

IT doesn’t get better than this! N-able isn’t just another software company - we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!

The Customer Care Specialist owns and investigates various cases and ensures that they are resolved according to established timeline and quality standards. The role would support with account matters that includes billing, user and account provisioning, licensing, order management, and other varied topics.

What You'll Do

• Resolves partner cases through various mediums which includes phone, email, and live chat with enthusiasm and accuracy.
• Own assigned cases and understand the requirements needed to resolve them in a timely manner and according to established standards.
• Document all partner interactions in relevant systems thoroughly, helping to maintain accurate partner data.
• Execute processes according to established procedures and in alignment with the Partner Care Quality Framework in each interaction to ensure a consistent high-quality experience.
• Investigate and resolve cases as they arise utilizing creative problem solving and critical thinking skills.
• Collaborate with other cross-functional teams and departments to resolve partner cases.
• Serve as an advocate for partner needs with internal stakeholders; provide feedback on how we can better serve our partners.
• Utilize online tools to aid investigations and for processes and work procedures (billing tool, SFDC, Confluence, etc.)
• Complete other administrative support duties as required.
  
  
  

What You'll Bring

• Strong command of the English language, including the ability to communicate clearly verbally and in writing
• Positive attitude, excellent soft skills, and hunger to improve technical knowledge continuously throughout career
• High attention to detail, a strong focus on quality, and ability to multi-task
• Coachable, dynamic, and solution focused
• Previous experience with a CRM; experience reviewing and interpreting financial information
  
  
  

Purple Perks

• Medical and dental insurance
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Employee Stock Purchase Program
• Pension with company-contribution
• Weekly lunch allowance, Monthly grab & go onsite pantry allowance
• Monthly internet allowance
• De Minimis - monthly allowance
• FuN-raising opportunities as part of our giving program
• N-ablite Learning - custom learning experience as part of our investment in you
• The Way We Work - our hybrid working model based on trust and flexibility
  
  
  

About N-able

At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.