Customer Support Representative
New
B
BrightHireSaaS HR Tech
Remote (Colombia), EMEAFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ years
- Required Skills
- DocumentationTroubleshootingTechnical supportCRMCustomer support
Requirements
- 1+ years of experience in customer service or technical support
- 1+ years of experience working with CRM and support ticketing systems
- 6+ months of experience using remote collaboration tools (e.g., Slack, Zoom)
- A startup mindset: adaptable, proactive, and eager to learn
- Experience supporting a B2B SaaS product (HR tech experience is a plus)
- Strong technical troubleshooting and problem-solving skills
- Comfort engaging customers via live video with patience, clarity, and enthusiasm
- Excellent written and verbal English communication skills
- A proven track record of delivering high customer satisfaction and service quality
- Ability to quickly learn new technologies and adapt to frequent product updates
- Experience collaborating cross-functionally to resolve complex technical issues
Responsibilities
- Respond to customer inquiries via Slack, email, and chat, providing clear, friendly, and effective guidance on product usage and troubleshooting.
- Maintain detailed records of customer interactions, resolutions, and follow-ups to ensure a consistently high-quality support experience.
- Develop a deep understanding of BrightHire’s product features and stay up to date on new releases and enhancements.
- Educate customers on best practices and optimization strategies, incorporating customer feedback into support insights.
- Investigate, diagnose, and resolve technical issues efficiently; escalate and collaborate with Product and Engineering teams on complex or recurring issues.
- Contribute to the creation and maintenance of Help Center and knowledge base articles, including step-by-step guides and visual assets.
- Partner with the Product team to ensure documentation accurately reflects new features and product changes.
- Create short “how-to” video tutorials for the Help Center.
- Lead white-glove onboarding and education sessions for Freemium and trial customers, ensuring a smooth and confident start with BrightHire.
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