Customer Support Specialist

Join Our Team as a Customer Support Specialist!

Carma is an all-in-one software platform developed specifically for the network and digital infrastructure industry. With Carma, all flavors of data center or fiber network companies can ditch their outdated systems and consolidate their efforts in one place. Our customers use Carma to make their businesses stronger, faster, and smarter. Headquartered in downtown Denver, Colorado just steps from Union Station and Coors Field, the fast-growing Carma team of developers, project managers, strategists and technicians is as dynamic as the Mile High City itself. Carma is a Microsoft Gold Partner, ISV Cloud Embed Partner, and Dynamics 365 Telecom Accelerator Member serving a global customer base.

Position Summary / What you'll be doing

As a Customer Support Specialist, you’ll join our Support team within our Operations division where you will play a crucial role in assisting customers with Carma, ensuring that our customers can effectively use our product and resolve any issues they encounter.

You’ll get to know the Carma platform, the people who use it, and their needs as they incorporate it into their jobs and careers. You’ll build upon your telecommunications knowledge and experience of the unique roles that support data centers and information infrastructure. You'll deliver the right mix of caring and capability to ensure our customers get the value they expect from Carma while feeling supported and confident managing their business in the future.

As you flex your skills as a problem-solver, communicator, and customer advocate, you'll work in a dynamic collaborative team setting. You'll be attuned to internal teams that span the business including software development, data integration, project management, and training, as you resolve obstacles both common and novel and build unique solutions to reduce their occurrence and impact over time. You’ll have clear direction and trusting leadership in a fast-moving environment that encourages you to exercise your superior analytical and interpersonal skills to deliver real support with real results.

Job Type: Full time

Schedule: 40 hours / week

Location: Denver, CO with ability to travel up to 10% of the time

Start date: Immediate

Compensation: 65-85K, target 10% annual bonus, 401(k) with up to 3.5% match, stock options, group health insurance, RTD Ecopass, onsite gym membership

Position Responsibilities / What you're responsible for

• Manage and prioritize a queue of customer support requests

• Make strategic customer engagement decisions by balancing expectations, level-of-effort, and user impact

• Conduct live online support sessions for individuals and small groups while representing Carma in a positive and professional manner

• Investigate software issues with inquiry and troubleshooting to diagnose root cause and provide solutions

• Collaborate with team members to address complex issues

• Communicate progress updates while maintaining accountability for end-to-end closure of customer requests

• Promote self-service by connecting customers to resources and educating them in best practices when appropriate

• Update and maintain support documentation and knowledge base articles with clear and concise technical writing

• Maintain an organized and structured record of support issues, actions taken, and time to resolution

• Provide regular business updates internally to company leadership and teammates

• Analyze trends and provide recommendations for product improvements supported by quantitative and qualitative data

Position Requirements / What we're looking for

You'll need to have...

• 5 years' experience in telecommunications

• 3 years' experience in software or related computer field

• 3 years' experience in a support or customer service role with track record of measurable results

• Proficiency in Microsoft Office Suite

• Familiarity with CRM and ticketing software

• Intermediate troubleshooting and problem-solving skills

• Advanced communications skills and experience directly engaging with clients

• Intermediate experience with applying active listening, triage, and customer service principles

Even better if you have one or more of the following...

• Bachelor's degree in Business, Information Technology, or related field

• Network engineering or data center professional certification(s)

• 5 years' experience in software or related computer field

• 5 years' experience in a support or customer service role with track record of measurable results

• Proficiency with CRM and ticketing software

• Familiarity with Microsoft Dynamics 365

• Advanced troubleshooting and problem-solving skills

• Advanced experience directly engaging with clients, client teams, and business partner leadership

• Advanced experience with applying active listening, triage, and customer service principles

Why join Carma

• Innovative Environment: Be part of a forward-thinking team that values creativity and collaboration

• Growth Opportunities: Expand your skills and advance your career in a supportive and dynamic setting

• Impactful Work: Contribute to projects that make a real difference for our clients and the industry

We want to hear from you! Send us your resume and a note. Apply today!