Customer Support Representative

Description

We are looking for a talented and dedicated Customer Support Representative to join our team and provide our clients with an AMAZING customer experience. Your primary responsibility will be to provide guidance and basic/complex troubleshooting to our customers regarding our products. You will serve as the primary point of contact for our customers and are expected to deliver a personalized and informative support experience through your deep knowledge of our products. The ultimate goal is to provide our clients with exceptional support and outstanding customer service experiences. 

You will:

• Serve as the first point of contact for customers' inquiries or technical issues with our products or services via live chat and email. 

• Resolve basic and complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills. 

• Collaborate with Support, CSM, Sales and other departments. 

• Identify and analyze customer pain points, feature requests or other feedback to share with our Product and Engineering teams. 

• Constantly improve your knowledge and technical skills with product updates, policy changes, user feedback or any known issues. 

• Identify and escalate complex technical issues to our Solution Engineers. 

• Maintain a positive and professional attitude when interacting with customers to ensure a flawless customer experience. 

• Track and document customer interactions and resolution details. 

• Help create and maintain our internal and external Knowledge base according to customer needs. 

You are:

• A self Learner You are a fast learner who can quickly absorb new information while paying attention to both small issues and the big picture 

• Self-motivated and proactive You will excel in a fast-paced work environment that utilizes agile methodologies. You will be faced with daily challenges to provide optimal solutions 

• A person who gets stuff done You're tech savvy with a can-do attitude, impeccable integrity, and organizational standards

• Adaptable You are comfortable with change, and unafraid to take initiative. You understand how to deliver consistent performance and make meaningful contributions during changes in customer demand and priorities. 

• Team player, you recognize that collaboration is the key to success. You’ll work regularly with Product, R&D, and Marketing in addition to your sales colleagues to help improve the product

• Great Communicator You can provide solutions to diverse audiences in various ways using your creative, innovative, and resourceful skills. 

• Coachable You are constantly looking to better yourself both personally and professionally. 

Requirements

• 1-2 years of experience in technical support or customer service role is a must

• SAAS company background is a must 

• Experience with Jira is a must 

• Exceptional communication and presentation skills

• A star in investigating unexpected technical issues and determining the cause

• Ability to effectively prioritize tasks and manage time, even under high-pressure situations

• Attention to detail, highly organized.

• Proactive mindset 

• Ability to work under pressure

• Customers obsessed with a “can do” approach

• A quick learner and adaptable 

• Willingness to work in a fast-paced environment

Monday- Friday 9:00-18:00