Zencastr Technical Support Representative

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Requirements:

• At least 3 years of experience in a customer-facing position in a technical support environment (preferably SaaS)
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Strong team player possessing the willingness to seek feedback, adapt practices, and continuously learn and evolve

Responsibilities:

• Provide prompt, efficient, and detailed support to Zencastr users via email and chat to understand their needs and ensure their success with Zencastr
• Work with customers to understand how they use Zencastr’s products to resolve their issues
• Master case resolution, customer concerns, and utilization of feedback
• Achieve expert working knowledge of our products
• Troubleshoot & replicate reported bugs and clearly document customer feature requests
• Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base
• Identify process improvements and other product features to reduce the number of customer inquiries
• Flourish in a high-growth tech environment where change is constant
• Willing to work full-time and on a shifting schedule