Associate Support Consultant

About Hudson MX

Hudson MX is a well-funded enterprise software company serving the world's leading media agencies and advertisers. We are innovating an industry that is hungry for change, with the largest media agencies in the world already using our tools to enhance their media buying workflow. As we’ve grown to a global team of 350+, we are seeing rapid industry-wide adoption of our solutions. To build on our market success and add the most innovative and valuable features to our platform, we’re adding key individuals to our team. We hire for awesome. Join us!

Primary Focus and Key Measures:

Primary Focus: Communicate with customers to facilitate the responsive and effective resolution of customer issues. Diagnose platform bugs and escalate within the organization, create FAQs for a better customer experience, and approach all problems with a customer-first mentality. The Associate Support Consultant will utilize Zendesk and Intercom tools for interacting with customers.

Key Measures: Meet or exceed departmental goals for SLAs, Customer Satisfaction, QA Measures, and Knowledge Capture.

Key Responsibilities:

1. Interact with incoming client requests promptly to ensure responsiveness to customers on all communications.
2. Gather basic case information and supporting documentation per defined policy and procedures.
3. Learn and understand the terminology and common customer issues across the product suite.
4. Collaborate with others to streamline responsiveness from ticket receipt through closure.
5. Work with other Hudson MX teams to route cases efficiently, following up to ensure customer cases are assigned appropriately and the customer is informed of the reassignment.
6. Pass internal certifications as needed to demonstrate job knowledge and competency in supporting the Hudson MX Support Team
7. Provide excellent customer service in all interactions with customers, treating them with respect and empathy in a productive value-added manner.
8. Review and feel comfortable with each agency's workflow specific to your assigned Pod and consistently provide value to the client by demonstrating an understanding of how they work.
9. Follow all policies, procedures, and expectations as communicated by the leadership team to ensure world-class support is delivered.
10. Perform other duties as assigned to meet the requirements of our business or our customers.

Skills and Competencies:

1. Excellent interpersonal skills and written/verbal communication skills
2. Excellent customer service orientation, balancing customer and company priorities
3. Ability to quickly capture and effectively summarize information from customers
4. Time management and prioritization skills
5. Critical thinking skills in applying prioritization to problem tickets in a triage support environment
6. Ability to synthesize and author customer-facing articles.
7. Ability to manage conflict and work effectively with customers in high-pressure situations
8. Results-driven and personally accountable
9. Practice empathy and patience with clients

This position requires you to work various shifts, including on-call evenings, weekends, and holidays.

Experience Requirements:

• At least one year of experience in software customer service, specifically helpdesk.

Preferred Experience:

• Bachelor’s degree in business, technology, or communications.
• Experience with Zendesk, Intercom, Freshdesk, or other cloud-based support ops system a plus
• Agency experience a plus

Compensation/Benefits:

• $20-$26/hour
• Company-paid healthcare coverage (99%) - medical, vision, dental - for individuals & their families
• Generous PTO and flexible work-from-home policies
• Generous paid parental leave and 401K
• Company-paid commuting benefits
• Challenging work designed to leverage, and rapidly expand, your skill set

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.