Customer Support Specialist I

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

📋 Description

• Manage incoming customer calls while providing initial troubleshooting and resolving issues.

• Act as the primary point of contact for client support and service inquiries via phone, voicemail, email, and chat.

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

• Collect information, document problems in the ticket tracking system, prioritize tasks, and manage customer expectations in accordance with SLAs.

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

• Deliver customer service across all support channels and oversee ticket resolution.

• Serve as a bridge between clients and management by updating on ticket statuses and resolutions.

• Develop documentation and knowledge base articles.

• Take responsibility for customer issues, resolving or escalating them as needed.

• Work collaboratively with sales, implementation, development, and technology teams.

• Achieve live chat, response time, and customer satisfaction performance goals.

⛳️ Requirements

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

• Technically adept, curious about software, and eager to learn new technologies.

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

• Ability to effectively multitask in a fast-paced environment.

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

• Experience with Help Scout, Salesforce, or Service Cloud.

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

• Eligible to work in the United States.

• Must not require sponsorship.

🏝️ Benefits

• Fully remote work arrangement.

• A global network of talented colleagues.

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