Data Specialist

Chandler, AZ

What’s the first thing that comes to mind when you think customer service?  If you’re anything like us, you cringe when you hear it. At Keap, we are out to redefine the paradigm for the drab, stuffy, stale, traditional-call-center customer service norm that is so pervasive and just down right unacceptable!

We believe that customer support is probably better termed customer delight.  We believe in doing the right thing for our customers. We believe in reading in-between the lines of a customer’s problems and proactively giving more than what is asked for.  We believe in a customer experience that wows and an experience that our customers are stoked enough about to shout it from the rooftops.

We are insanely passionate about small business and we LOVE small businesses owners, but we understand that not all of them are technically savvy - so our Data Team are able to communicate complex technical information, troubleshoot issues and access the database to provide the customer with the optimal resolution. 

Daily Execution Excellence:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  •  Handling Import Projects as they are assigned through the Project Manager in a timely fashion
  •  Answering questions via the #data-help slack channel within 30 minutes of posting
  •  Working with the Project Manager to keep the customer updated on the progress of import projects you are working on
  • Assist with cases in the ‘Database’ queue when needed
  • Ability to work in an On-Call capacity, including holidays and weekends

What you’ll need to have/Competencies:

  • Using technical aptitude, continual learning, and a love for people to address customers’ explicit needs and fill in the gaps for the unspoken needs 
  • Develop resolutions to complex problems that require the frequent use of creativity. Analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgement in selecting methods, techniques and evaluation criteria for obtaining results
  • Proven track record of technical troubleshooting 
  • Strong prioritization and self-management skills
  • Exercise considerable judgement in developing methods, techniques, and evaluation criteria for obtaining results. Work is accomplished without considerable direction
  • Demonstrated proficiency of verbal/written communication skills 
    • Including the ability to document research and processes
  • Commitment to teaching and developing others to help them succeed 
    • Including the ability to give action-oriented recommendations
  • A passion for small business, technology, and delivering outstanding customer experience

Preferred Education and Experience:

  • Technical support experience with CRM products - 12 months required
  • Customer Service Experience 24 months Internal/External
  • Proven track record of creative problem solving and cross-functional collaboration
  • Advanced knowledge of Excel
  • Experience using the following tools:
  • Putty
    SQL Studio
    Sublime Text Editor
    Visual Studio Code
    GitHub
    Python

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, look, talk or hear. The employee is frequently required to sit; speak; listen; use hands to type; and reach with hands and arms.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, with ability to work in an On-Call capacity, including holidays and weekends.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation  category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

 

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

We're growing fast

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Why the name change?

Infusionsoft is now Keap. Why? Because it takes perseverance to grow a successful small business, and we’re here to help.

Our mission remains the same: To simplify growth for millions of small businesses worldwide.

As Keap, we now offer a family of products designed to help small businesses no matter what stage they’re in.

We created Keap, the all-in-one CRM, sales and marketing platform for growing service businesses, because most small businesses need to start simple and grow over time.

Our top-tier product, Infusionsoft, is for small businesses with more advanced sales and marketing automation needs.

So whether you want to start simple or you’re ready for our most advanced edition, we offer a Keap product that will help you get organized, deliver great service, and grow your business.

Keep going. Keep serving. Keep growing.

See demo