Customer Support Representative

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

📋 Description

• Provide friendly and professional customer support via phone and email.

• Troubleshoot issues related to the Doubleknot application, including reporting, system functionality, integrations, and point-of-sale workflows.

• Oversee customer support cases from the initial inquiry to resolution, ensuring consistent follow-up and clear communication.

• Investigate reported issues, collect relevant information, and identify necessary steps to replicate technical problems.

• Document troubleshooting outcomes and escalate issues using appropriate tools and processes, such as Jira.

• Collaborate with Engineering and Product teams to investigate product issues, test potential solutions, and communicate the impact on customers.

• Prioritize customer inquiries based on urgency, business impact, and established support guidelines.

• Assist customers in understanding product functionality and recommended troubleshooting methods.

• Keep accurate case notes, customer communications, and issue documentation.

• Review existing support documentation for accuracy and contribute updates as necessary.

• Identify recurring customer challenges and provide feedback that could enhance the product or support experience.

• Support customer satisfaction initiatives by showing empathy, accountability, and dedication to resolving issues.

• Develop product expertise through training, hands-on troubleshooting, and collaboration with team members.

⛳️ Requirements

• Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience.

• 3+ years of experience in customer-facing SaaS technical support.

• Experience in a support role that involves software applications, technical troubleshooting, or similar problem-solving tasks.

• Ability to investigate customer issues, gather relevant information, and convey findings clearly.

• Strong customer service skills, demonstrating patience, empathy, and professionalism.

• Excellent written and verbal communication skills, capable of explaining technical concepts to non-technical customers.

• Strong organizational skills with the ability to manage multiple customer inquiries while maintaining accurate documentation.

• Proactive approach to issue ownership, follow-up, and customer satisfaction.

• Ability to work collaboratively with both technical and non-technical teams to address customer concerns.

• Willingness to learn new systems, processes, and product functionalities.

• Preference for Eastern Standard Time coverage.

🏝️ Benefits

• Options for medical, dental, and vision insurance.

• 100% employer-paid short and long-term disability.

• Basic life insurance.

• 401(k) option with a 100% company match up to 4%.

• Flexible paid personal/vacation time based on mutual trust and accountability.

• 10 sick days per year.

• 10 company-paid holidays.

• 6 weeks of paid parental leave.

• Pet insurance.

• Medical travel benefits.

• Infertility benefits.

• Teladoc services.

• Employee assistance program.

• Wellness benefits and engagement platform.

• Discretionary bonuses.

• Long-term incentives.