Customer Support Representative

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

📋 Description

• Establish trust with clients by responding promptly and accurately to their requests for assistance, maintaining a positive demeanor at all times.

• Deliver technical support: Provide efficient and timely help to address technical issues associated with Fieldguide's platform. Troubleshoot problems through email, phone, or chat, ensuring swift resolution of software glitches, login challenges, or user mistakes.

• Improve user experience: Assist customers in navigating the features and functionalities of the Fieldguide platform. Share tips and best practices for optimal utilization, enabling customers to maximize the software's capabilities.

• Serve as a customer advocate: Act as a liaison between customers and Fieldguide’s Engineering, Product, and Design teams. Stay attuned to customer needs and communicate them internally to influence the product roadmap. Facilitate customer participation in the deployment of beta features, creating a continuous feedback loop.

• Strengthen onboarding and retention: Aid in the setup of customer databases and the creation of templates to guarantee a premier client experience.

• Update knowledge base: Contribute to and refresh online help resources, FAQs, and support documentation, ensuring they remain current and comprehensive for user self-service.

⛳️ Requirements

• 1 - 3 years of experience in customer support, preferably within an Enterprise Software as a Service (SaaS) environment, showcasing a dedication to providing outstanding service and support.

• A collaborative team player who prioritizes the mission.

• Practical experience in a high-growth startup environment. Strong communication and problem-solving abilities are crucial, with an emphasis on effectively assisting and advising customers through intricate issues.

• Proactive approach: You take ownership of projects from start to finish and see them through to completion, requiring minimal guidance or oversight.

• Preferred: Familiarity with the integration of merge tags in Microsoft Office applications is an advantage.

🏝️ Benefits

• Offers Equity