Customer Support Representative

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

📋 Description

• Provide assistance to customers via email case management for Lone Wolf's Back Office product, utilizing phone and chat as secondary support options.

• Record the details of all support interactions and customer issues in the ticketing system.

• Oversee and manage your own case load and backlog, prioritizing and triaging as necessary.

• Collaborate with colleagues to troubleshoot and resolve issues while sharing product expertise.

• Use interpersonal skills and product knowledge to diagnose, test, and resolve software challenges faced by customers.

• Respond to customer inquiries efficiently while demonstrating excellent email and telephone etiquette.

• Support broker accounts by leveraging knowledge of Lone Wolf Foundation to address account-specific needs.

• Create Jira tickets for any identified bugs or issues and track their status until resolution.

• Assist in conflict resolution and escalate issues appropriately when necessary.

• Identify opportunities for enhancing product and customer experience based on received feedback.

⛳️ Requirements

• A minimum of 2-3 years of experience using or providing support for Back Office is advantageous.

• Preferred 2-3 years of experience in Customer Support.

• Background in accounting is ideal.

• Familiarity with Salesforce, Zendesk, Intercom, or comparable ticketing systems is preferred.

• Knowledge of Remote Desktop is beneficial.

• Experience in chat support is an advantage.

• Understanding of Lone Wolf Foundation is a plus.

• Proficient in Microsoft Office Suite or similar software.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.