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Customer Support Representative
Posted 14 days agoViewed
💎 Seniority level: Junior, 1+ years
💸 Salary: 50000.0 USD per year
🔍 Industry: Software
⏳ Experience: 1+ years
Requirements:
- Top-notch written and verbal communication skills
- 1+ years in customer service or support roles working with customer support ticketing systems
- Demonstrated ability to troubleshoot and solve complex customer problems while delighting customers
- Experience creating educational content such as written guides or videos
- Experience supporting a B2B software (particularly HR Tech) is highly valued.
- Adept in crafting and updating knowledge base articles and FAQs and instructional videos and multimedia help content
- Eagerness to continually learn and stay current with the latest product features and services
- Ability to work remotely with initiative and autonomy
- Agility and resilience in a dynamic startup environment
- Willingness to flex schedules to help meet SLA's for global timezones
Responsibilities:
- Efficiently assess and prioritize incoming support tickets, ensuring timely and accurate responses to customer inquiries. Log all details and actions in the Support system, and offer solutions grounded in a deep understanding of each customer's issue. When needed, collaborate with other departments to address issues successfully.
- Maintain deep knowledge of all company products and services, staying current with updates. Translate customer feedback into valuable insights for the product development team. Craft thorough internal resources to bolster product understanding within the customer support team.
- Coordinate with technical teams to tackle complex problems and monitor the resolution progress, ensuring timely follow-ups with customers. Escalate urgent issues to the right management level and identify recurring patterns to inform system enhancements.
- Facilitate white-glove orientation sessions with zest for high-value trial customers over live video.
- Compose thorough help articles and FAQs, regularly update existing documentation to mirror recent product changes, and collaborate with product teams to ensure the precision of help content. Record clear and engaging how-to video tutorials that guide customers through product usage.
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