About the Role
Customer Support Representative
Remote
Customer Success /
Remote /
Remote
What’s the opportunity?
We are looking for a product support specialist to provide an amazing support experience for our customers. This role will be on the front lines with our customers: listening to pain points, troubleshooting issues, and helping resolve any problems that may spring up. As a support representative, you will also have the chance to interface closely with our product and engineering teams to help guide the roadmap based on the trends you are seeing.
What will I be doing?
– Answering questions and troubleshooting issues on chat and email via our support ticketing system
– Becoming a technical expert across our product and adjacent technologies like SSO, Salesforce, and Slack
– Working closely with product and engineering to escalate any high-priority issues and trends
– Have the opportunity to experience a fast-paced startup environment
– Shift Hours: 8am – 5pm PT (9am – 6pm MT)
What skills do I need?
– 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 (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment
– 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