Customer Support Specialist

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

📋 Description

• Address incoming chat inquiries from the Sendoso website, escalating to other departments when necessary.

• Oversee email tickets in the support queue, guaranteeing precise and prompt responses.

• Create and update Help Center articles, collaborating on fresh content for feature launches and ensuring existing resources are up-to-date.

• Acquire in-depth knowledge of Sendoso to recognize, troubleshoot, and escalate technical challenges.

• Collaborate with product, engineering, marketing, and account management teams to share insights and resolve customer issues.

• Identify avenues for assisting customers in maximizing the value of Sendoso's features and services.

• Offer clear, empathetic, and actionable advice that aids customers in progressing.

⛳️ Requirements

• Minimum of 1 year of proven success in engaging with customers via email, phone, and chat.

• Willingness and capability to consistently work the required hours from 9:00 AM to 5:30 PM GMT+1 to support our US clientele.

• A strong background in delivering exceptional customer experiences, demonstrating customer advocacy and empathy.

• Outstanding written and verbal communication, along with interpersonal skills.

• Comfortable operating in a performance-oriented and structured environment.

• Proven track record of meeting and surpassing KPIs and customer expectations.

• Analytical mindset for navigating, investigating, and comprehending product functionalities.

• Ability to learn new products, processes, and systems effectively.

• Organizational skills for prioritizing tasks, adhering to schedules, and responding to customers promptly.

• Proficient technical troubleshooting skills, along with perseverance and patience.

• Innovative problem-solving abilities to resolve issues, including discovering workarounds using all available resources.

• Strong capacity to work independently (remotely).

🏝️ Benefits

• Comprehensive medical plans - we have you covered!

• Take-What-You-Need Time Off

• Lifestyle Spending Account

• 401K Plan

• Volunteer Time Off

• Birthday Time Off

• Generous parental leave benefits for both birthing and non-birthing parents

• Access to Employee Assistance Programs (EAPs)