Customer Support Representative

Job Description

JOB DETAILS

REQUIREMENTS

• Undergraduate degree (BA/BS) or equivalent experience preferred
• 2+ years’ experience in Customer Service/Support roles, preferably at a SaaS organization
• Active listener, passionately communicative, and empathetic; able to put yourself in customers’ shoes and advocate for them when necessary
• Proactive problem-solver; confident at troubleshooting and able to investigate if you don’t have enough information to resolve customer issues
• Organized, articulate and reliable; strong diplomacy, tact, and poise when working through customer issues and escalations
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
• Working knowledge of Zendesk strongly preferred

RESPONSIBILITIES

• Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues
• Investigate and resolve product bugs, alone and through collaboration with our client’s other teams
• Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible
• Provide accurate and complete information to customers and to our client’s other team members leveraging your tools and resources
• Collaborate with Customer Success, Product Management, and Development on possible ways to improve our client’s product, services and processes
• Reliably meet personal and team case handling targets and SLA expectations
• Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

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