Customer Support Specialist, Entry Level

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

📋 Description

• Address customer inquiries through various channels (email, chat, phone) promptly and professionally.

• Diagnose and resolve basic technical issues associated with the Ref platform.

• Clarify Ref's AI-driven features and functionalities to users, assisting them in effectively utilizing the platform.

• Record customer interactions, issues, and resolutions in our ticketing system.

• Identify and escalate complex issues to the appropriate internal teams (e.g., engineering, product).

• Gather and organize customer feedback, sharing insights with relevant teams to enhance our products and services.

• Aid in the development and upkeep of our knowledge base and frequently asked questions.

• Engage in regular training sessions to boost product knowledge and support skills.

• Help create and update user guides and tutorial content.

• Work collaboratively with other support team members to ensure consistent and high-quality service.

⛳️ Requirements

• A bachelor's degree in Business, Communications, Psychology, or a related field.

• 0-2 years of experience in customer service or support roles (internships are acceptable).

• Exceptional communication skills, both verbal and written.

• Strong problem-solving skills and keen attention to detail.

• Patience and empathy when assisting frustrated customers.

• Basic technical aptitude and a willingness to learn about AI and HR technologies.

• Proficiency in Microsoft Office suite and Google Workspace.

• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) is an advantage.

• Interest in HR technology, AI, and talent management.

• Capability to thrive in a fast-paced environment and manage multiple priorities.

• Enthusiasm for continuous learning and adapting to new technologies.

🏝️ Benefits

• Competitive salary.

• Health, dental, and vision insurance.

• 401(k) with company match.

• Paid time off and sick leave.

• Remote-friendly work environment.

• Comprehensive customer support training program.

• Opportunities for career advancement within customer success and other departments.

• Access to cutting-edge AI and HR tech knowledge.