Customer Support Representative

United StatesFull-TimeMiddle

Salary40,000 - 42,000 USD per year

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Job Details

Experience: 2+ year

Requirements

2+ year experience working in a Technical Customer Support or Software Support role
Excellent communication skills
Excellent organization skills
Excellent time management skills
Strong ability to work with precision and attention to detail
Experience with academic work habits and requirements
Experience with data privacy regulations HIPAA
Experience with data privacy regulations GDPR
Salesforce CRM experience

Responsibilities

Respond to member inquiries with clear, professional communication and correct grammar
Guide members through product usage with accurate, concise instructions
Ensure timely follow-up on open tickets, especially when awaiting member responses
Collaborate with members and engineering to identify, reproduce, and troubleshoot software issues
Participate in internal product testing as needed
Assist Sales and Success Managers in identifying and resolving product-related issues
Develop and maintain strong knowledge of all product features and functionalities
Contribute to both internal and external knowledge bases to improve self-service support
Monitor and analyze support trends to identify opportunities for product improvements or process changes
Generate creative ideas to reduce ticket volume and enhance the support experience
Create helpful content (e.g., FAQs) for students, site supervisors, and faculty
Quickly identify and act on potential compliance or critical issues
Proactively monitor ticket patterns and identify possible account risk factors
Pinpoint root causes of recurring issues and work closely with the Success team to mitigate risks
Escalate urgent matters following established procedures to appropriate internal teams

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40,000 - 42,000 USD per year

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