About the Role
Product Support Representative
at SafeSend
Remote
Opportunity Overview
Our growing software as a service (SaaS) business is looking for an enthusiastic and skilled problem solver who thrives on interaction with clients / co-workers, rewarding work, and constant learning. We desire an individual who believes in providing best in industry support while building strong customer relationships and value.
State Date:July 15, 2024
Key Responsibilities
- Provide technical and product support via email, phone, and chat.
- Deliver clear, concise, and timely answers to customer questions.
- Troubleshoot and diagnose issues and work with a sense of urgency to deliver clear and concise solutions.
- Alert and advise customers around critical issues and software updates.
- Collaborate with internal teams to identify product defects, recommend solutions, and test fixes.
- Increase knowledge of the product suite and train on new products as they become available.
- Look for process improvement and workflow automation where applicable.
- Understand how our customers are utilizing SafeSend products and recommend additional features where possible.
- Document customer interactions and resolutions in our customer database and ticketing systems.
Skills & Experience
- 2+ years of experience in a customer facing role preferred, ideally in the tax, accounting, or finance industry.
- Service-oriented with a passion and drive to provide industry-leading customer experience.
- A good listener with an empathetic and problem-solving mindset.
- Well organized and adept at managing customer follow-up in addition to new inquiries from customers.
- Experience with email, telephony, and chat customer interactions preferred.
- Able to effectively articulate responses in both a written and verbal manner.
- Passion and drive to consistently deliver the best customer experience.
- Highly reliable with measurable time management skills and in some instances, the ability to multi-task and prioritize to meet deadlines and expectations.
- Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus.
- Team player and contributor who always maintains honesty and candor while being respectful of others.
- Positive attitude and desire to make personal connections with customers to create value and loyalty.
- Interest in pursuing a career in the tax & accounting industry is a plus
- Associates or Bachelors Degree required. All majors welcome.