RRemoteville

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Customer Support Representative

Skills
Attention To DetailCustomer ExperienceCustomer SatisfactionCustomer SupportPhone EtiquetteSkilled Multi-TaskerTroubleshooting
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2 to 4 years experience in a support related role for a software product (enterprise SaaS a plus)
  • Strong technical and written skills
  • Ability to multitask
  • Experience with Intercom, Zendesk, Salesforce
  • Ability to communicate complex concepts to customers
  • Process-driven and having attention to detail
  • Eagerness to respond to tickets to ensure that all SLA response times are met
  • Empathy for customers and diligence to resolve problems to provide customer satisfaction
  • Passion for the startup experience

Day to day

  • Provide an amazing support experience for customers.
  • Troubleshoot and resolve issues via chat and email using our support ticketing system.
  • Work closely with product and engineering teams to escalate high-priority issues and influence the roadmap based on trends.