About the Role
Title: Associate Customer Support Representative
Location: Remote, USA
Type: Full-time
Workplace: hybrid
Category: Customer Success
Job Description:
Who you are:
You have 2+ years of Customer Service experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience. Does this sound like you?
If so, keep reading and apply today!
What you’ll do:
- Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
- Compose thoughtful, personalized responses for a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Make active contributions to help achieve team goals and successes
- Frontline support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
What you have:
- Passionate about customer support and about the role it plays in making a customer-centric team successful
- Ability to communicate technical problems in a elegant and tactful way
- Strong communication and writing ability
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
- Team player – works well with others in a collaborative environment
- Shift Requirements: Ability to begin shift at 6am ET
- [Nice to Have] Mortgage Industry Experience – Lock desk, Underwriting, Processor
- [Nice to Have] Technically Oriented – API, Postman, Kibana, JIRA, etc