Job Description
Customer Support Specialist
at Truepic
Remote in the US
We’re looking for a talented Customer Support Specialist to join our team! This role will primarily be focused on helping our customers navigate any issues they might encounter with Truepic Vision tools and technology. We’re all about ensuring these issues get sorted seamlessly, and you’ll be the hero behind the scenes. You’ll also be a key player in crafting and maintaining any helpful documentation related to customer inquiries. Though you’ll mostly be customer facing, this role also entails working closely with our internal squad to tackle any tech or satisfaction challenges that might pop up. If this sounds like your kind of gig, we’d love to hear from you!
Responsibilities:
- Respond to and resolve customer requests through email and phone
- Provide top-notch troubleshooting support with speed and professionalism
- Identify the root of the problem and collaborate with others to find solutions
- Present those solutions to our awesome customers in a timely manner
- Remain responsive to customer needs during our standard helpdesk hours of 10a – 7pm ET
- Support a positive customer experience by addressing bugs and feature requests, maintaining strong communication through the point of resolution
- Become a deep subject matter expert in Truepic Vision
- Build a strong understanding of our customer challenges and needs
- Share key customer learnings with our Customer Success, Product, and Sales teams
- Identify trends that address and improve the overall client experience
- Create useful documentation and collateral to enable customers to self-navigate our product
- Build processes and identify operational efficiencies for scale
Qualifications:
- Proven success in a remote Customer Support role
- Experience with SaaS products, software, or related technology
- Familiarity with Freshdesk or similar software
- Extraordinary customer empathy and excellent active listening skills
- Great written and verbal communication skills
- A love for taking action and finding solutions
- Patient with a strong problem-solving mindset
- Quick to react, adapt, and learn
- A pro at time and task management, even with competing tasks
- Super organized in working and collaborating with teams across different time zones
- Can operate autonomously and thrive in remote work environments
- Bilingual (Spanish or French) – nice to have