Customer Support Specialist I

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

📋 Description

• Manage incoming customer calls and deliver comprehensive initial troubleshooting and first-contact resolution when feasible.

• Act as the primary point of contact for incoming Support & Services inquiries.

• Prioritize phone calls, voicemails, emails, and live chat requests effectively.

• 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.

• Deliver customer service across all support channels and continuously manage tickets.

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

• Serve as a liaison between clients and management by communicating ticket statuses and resolutions.

• Develop documentation and knowledge base articles.

• Take ownership of customer issues, resolve them or escalate as necessary.

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

• Achieve SLA targets for live chat, response time, and customer satisfaction.

⛳️ Requirements

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

• Technically adept with a curiosity about how software operates and a drive to master new software and technologies.

• Excellent problem-solving skills with the ability to troubleshoot both technical and non-technical issues.

• Capacity to multitask efficiently in a dynamic, fast-paced environment.

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

• Previous customer service experience in a SaaS setting preferred, but not mandatory.

• Familiarity with G Suite, Microsoft Office, helpdesk software, and CRM systems, including 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.

• Must not require sponsorship.

🏝️ Benefits

• Fully remote work arrangement.

• Eligibility to work in the United States without sponsorship.

• Global network of colleagues.

• Access to tools and support for delivering exceptional work and advancing rapidly.