Customer Support Representative

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

📋 Description

• Deliver technical assistance and training to our clients

• Oversee an inbound ticket system, phone support, and chat inquiries

• Develop and maintain a customer-facing knowledge base, which includes documentation, tutorials, and training resources

• Serve as a customer advocate within the organization by collecting feedback, escalating urgent issues, identifying trends, and collaborating with cross-functional teams to meet customer needs

• Establish new processes to enhance the team's scalability

⛳️ Requirements

• Background in product support, training, troubleshooting, and technical documentation

• Experience in a customer-facing position, ideally within B2B software or technology sales

• Highly organized with a keen eye for detail, capable of managing multiple priorities effectively

• Ability to assist customers of varying technical skill levels in confidently adopting new software

• Outstanding problem-solving skills

• Familiarity with support metrics such as CSAT, NPS, first response time, resolution time, SLA compliance, and ticket trends

• Experience in supporting customers with intricate operations, including those in waste and recycling, logistics, transportation, or field services

• Knowledge of support systems like Front or Linear is advantageous

• Data analysis skills are a plus

• Self-driven, takes ownership of responsibilities, and has a desire to contribute to the growth of a startup

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options fully covered

• Substantial contributions for spouses and dependents

• Health Savings Account (HSA)

• Flexible Spending Account (FSA)

• 401k plan

• Commuter Benefits accounts available