Customer Support Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address support queries received through the CRM system, managing tickets and chats related to subscriptions and billing, product usage (editing, signing, workflows), and account issues.

• Oversee issue tickets in Jira and collaborate with Development and QA teams to ensure timely resolutions.

• Perform product demonstrations and assist users in navigating DocHub's essential features and workflows.

• Evaluate and understand customer needs to enhance satisfaction and promote successful retention.

• Foster trusted, long-term relationships through transparent and engaging communication.

• Manage a high volume of incoming inquiries while maintaining a balance between efficiency and quality.

• Alternate between handling chats and tickets based on priority and volume, utilizing internal tools, the knowledge base, and established processes.

• Elevate more complex customer situations with support from the team lead.

• Achieve individual and team objectives aligned with our 24/7 support and retention OKRs.

• Adhere to established communication protocols, guidelines, and policies.

⛳️ Requirements

• A minimum of 2 years of experience as a Support Specialist in an IT organization.

• Proficient in English with outstanding grammar and writing abilities.

• Strong customer service aptitude and a genuine enthusiasm for assisting others.

• Exceptional written and verbal communication skills, demonstrating empathy across chats and tickets.

• Flexibility and adaptability, including comfort with night shifts and mid-week days off, to support the US market around the clock.

• A collaborative mindset and the capability to learn swiftly in a dynamic product landscape.

🏝️ Benefits

• Flexible working environment.

• Competitive compensation.

• Opportunities for professional growth and development.

• Focus on health and well-being.

• Family-friendly culture.

• Commitment to giving back.

• Open lines of communication.