Customer Support Specialist I

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

📋 Description

• Act as the initial point of contact for incoming client support and service inquiries.

• Prioritize incoming phone calls, voicemails, and emails.

• Offer technical assistance for Website, Office/Accounting, Reservations, CRM, Mobile Menu and App, G Suite, and Microsoft Office products.

• Recognize critical support requirements and facilitate warm, immediate transfers to Support Teams.

• Provide customer service across all support channels while managing tickets.

• Collect request information, document issues in the ticket tracking system, establish priorities, and manage customer expectations in accordance with SLAs.

• Inform customers about ticket status and resolutions.

• Serve as a liaison between clients and management to foster positive customer relationships.

• Create documentation and knowledge base articles.

• Take ownership of customer issues, resolving or escalating them as needed.

• Collaborate with sales, implementation, development, and technology teams.

• Achieve targets for live chat, response times, and customer satisfaction performance.

⛳️ Requirements

• A strong passion for providing outstanding client service via phone, email, and chat.

• Technically adept with an eagerness to learn about software and a commitment to mastering new technologies.

• Excellent troubleshooting and problem-solving skills for both technical and non-technical challenges.

• Ability to multitask efficiently in a dynamic environment.

• College degree preferred and/or up to one year of relevant experience.

• Previous customer service experience in a SaaS environment is preferred but not mandatory.

• Familiarity with G Suite, Microsoft Office, helpdesk software, and CRM systems like Help Scout, Salesforce, and Service Cloud.

• At least 1 year of experience in a customer-facing position.

• Must have eligible working rights in the United States.

• Sponsorship is not required.

🏝️ Benefits

• Fully remote work arrangement.

• Global network of colleagues.

• Access to tools and support for delivering exceptional work and rapid growth.