Palo Alto Software is looking for an experienced Customer Advocate to join our growing team of caring, intelligent people helping small business owners succeed with our software products.
About our company and Eugene, Oregon
Palo Alto Software is a company that puts people first. We’re a friendly team of more than 70 diverse, world-class experts who appreciate and are aligned with our company values. Please review all the information on our culture at this link before applying to find out if it's a good fit for you.
We believe that when we help one small business owner grow their business, we’re helping an entire community. Please visit liveplan.com and teamoutpost.com to learn how our products help achieve our mission to help people succeed in business.
Our employees are independent thinkers and creative problem-solvers who enjoy work-life integration and full, interesting lives. Our location in Eugene supports access to interesting and challenging work in a growing tech scene in the beautiful Pacific Northwest. Eugene’s commute times and our drinking water from the McKenzie River Watershed are some of the best in the nation, and homes are more affordable than you’d find in Portland, Seattle, or the Bay Area.
Benefits we provide:
- Competitive salary
- Health / vision / dental / ortho
- Flexible Spending Account
- Health Reimbursement Account
- Generous paid vacation and holidays
- Paid community volunteer time
- 401(k) with a match
- Relocation reimbursement
- Flexible work schedule
- Discounted gym membership
- Fun company events
- A diverse and inclusive environment
- Values-based company culture
- Well-stocked break rooms
- And much more
About our Customer Advocacy team
We're more than a customer service team. We handle pre-sale questions, technical support and gather valuable feedback that informs the development of our products. We consistently maintain a customer satisfaction rating above 97%. Helping customers navigate our products gets them quickly back to work realizing their vision and making their entrepreneurial dreams happen. When our customers hit a hurdle, we are the difference between them walking away frustrated or rising above, being informed about the solutions that are right for them.
The Customer Advocacy Team values:
Community and Camaraderie
- Being supportive of our teammates leads to good support for our customers
- We feel safe and trust each other to be open, honest and share knowledge
Autonomy and Individuality
- Empowerment to do the right thing provides fair, fast solutions
- Freedom to be unique and creative promotes innovation and job ownership
Empathy and Compassion
- By listening, sensing, and caring we help customers and each other feel open to receiving and accepting information, results, and change
About this role:
This is a full-time, non-exempt position reporting to the Customer Advocacy Supervisor.
Customer Advocates are responsible for:
- Customer service via telephone, chat, and email
- Troubleshooting technical problems across browsers, internet connections, hardware, or software
- Becoming experts in our products, services, and subject matters of business planning and tracking and business email management for teams
- Being an empathetic and friendly voice of our company
- Collaborating well to provide the best solutions to customer challenges
- Multi-tasking in a fast-paced, technical environment
- Demonstrating good judgment, problem-solving and proactive support
- Maintaining a thorough understanding of the software features, including new developments
Education, experience, & skills desired:
- College degree (emphasis on accounting a plus), or equivalent experience
- Some customer/phone/chat support experience
- Experience with and good demonstrated knowledge of financial concepts and terminology and business email best practices
- Experience in entrepreneurship or small business management a plus
- Experience with all web browsers and operating systems
- Experience with customer support ticketing systems
- Customer-focus and emotional intelligence
- Sophisticated written and verbal communication skills
- Calm under pressure and a positive attitude
- Alignment with our company and Customer Advocacy team values
Apply today!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
