Customer Support Representative
New
F
First DuePublic Safety Software
Remote - US OnlyFull-TimeEntry
Salary55,000 USD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- JiraTroubleshootingTechnical supportCRMCustomer supportSaaSZendesk
Requirements
- 1–3 years of experience in product support, technical support, or customer service.
- Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems).
- Excellent interpersonal, written, and verbal communication skills.
- Experience using CRM and support platforms such as Zendesk, Jira, or similar tools.
- Strong technical troubleshooting and problem-solving skills.
- Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders.
- Self-motivated with the ability to work independently and collaboratively in a team environment.
- Strong analytical, organizational, and time-management skills.
- Professional telephone etiquette and customer service skills.
Responsibilities
- Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals.
- Own customer issues from intake through resolution, ensuring timely follow-up and communication.
- Prioritize and manage multiple support cases while meeting established service level agreements (SLAs).
- Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation.
- Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems.
- Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution.
- Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume.
- Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance.
- Contribute to the continuous improvement of support documentation, processes, and customer education resources.
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