[Remote] Customer Support Specialist at Muck Rack

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

1-2+ years of experience in technical support
B2B and SaaS experience preferred
Exceptional written and verbal communication skills
Ability to autonomously troubleshoot and perform in-depth investigations
Ability to adapt quickly to changing priorities and customer needs
Familiarity with tools such as Google Apps, Salesforce, Slack, Intercom, GitHub
Familiarity with technical writing and writing troubleshooting and navigation steps
Attention to detail and curiosity to identify the core of issues
Continuous learner with a desire to be the first to learn new features
Experience working in public relations or familiarity with the industry preferred
Familiarity with boolean searching
Availability to work one of the following shifts: 8:00am-5:00pm OR 12:00p-9:00pm EST

Responsibilities

Serve as a first responder for inbound communication through the site
Answer customer questions and provide how-to help on Muck Rack's capabilities
Escalate and diagnose software issues; work with product and engineering teams to solve complex product issues
Follow site issues to resolution and customer satisfaction
Proactively reach out to customers who show signs of user error
Identify processes that need to be improved and evolved
Maintain expert product knowledge of Muck Rack and stay well informed of new and existing features

Muck Rack

PR management software for media relations

About Muck Rack

Muck Rack provides a platform that connects public relations (PR) professionals with journalists. Its main product is a Public Relations Management (PRM) software that allows users to identify suitable journalists for their stories, track media coverage, and assess the effectiveness of their PR campaigns. The software features a user-friendly interface and a comprehensive database of journalists, which simplifies the process of media outreach for PR agencies, corporate communication teams, and educational institutions. Muck Rack differentiates itself from competitors by offering a subscription-based model that includes not only the PRM tools but also educational resources through Muck Rack Academy, where users can take courses and earn certifications. The goal of Muck Rack is to enhance the efficiency and effectiveness of media relations for its clients, helping them to demonstrate the value of their PR efforts.

Miami, FloridaHeadquarters

2009Year Founded

$175.1MTotal Funding

SERIES_ACompany Stage

Consulting, Enterprise Software, EducationIndustries

201-500Employees

Benefits

Fully distributed

Geo-neutral compensation

Time off

Health, vision, & dental insurance

401k

Paid parental leave

Full WFH setup reimbursement

Learning & development

Risks

Increased competition from AI-driven PR tools challenges Muck Rack's market position.

Integration challenges from acquisitions may disrupt service continuity and customer satisfaction.

Rapid AI advancements may outpace Muck Rack's innovation, risking obsolescence.

Differentiation

Muck Rack offers a comprehensive PRM software connecting PR professionals with journalists.

The platform includes a robust journalist database for targeted media outreach.

Muck Rack provides educational resources through Muck Rack Academy for skill enhancement.

Upsides

Acquisitions of Ruepoint and Keyhole enhance Muck Rack's media intelligence services.

New AI features improve workflow efficiency and provide advanced insights for PR professionals.

Partnership with Source of Sources expands network and resources for media coverage.

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