Product Support Representative

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

📋 Description

• Acquire a solid understanding of SafeSend One as well as the tax and accounting sectors.

• Address customer inquiries in a timely and professional manner through phone, email, and chat.

• Provide outstanding technical support to our clients.

• Enhance support skills via practical experience, mentorship, designated training, and independent study.

• Maintain a Customer Satisfaction (CSAT) score of 90% or higher.

• Utilize available resources effectively while proactively seeking assistance when necessary.

• Diagnose and resolve software-related technical problems, escalating more complex issues as appropriate.

• Assist clients by guiding them through step-by-step solutions.

• Accurately document customer interactions, inquiries, complaints, and actions taken.

• Collaborate with product development and internal teams to relay customer feedback and identify recurring issues.

• Contribute to product enhancements.

• Stay updated with the latest technological trends and updates.

• Adhere to company policies, data security protocols, privacy regulations, and departmental procedures.

• Assist with other assigned responsibilities.

• Gradually increase autonomy while servicing clients.

• Work Monday through Friday from 10:30 AM to 7 PM, with varying shifts and/or overtime as required.

⛳️ Requirements

• Please note: This position is remote and available only to candidates located in the US.

• Only U.S. citizens or Green Card holders are eligible to apply; visa sponsorship is not available.

• Preferred: 1+ years of experience in a customer-facing role, ideally within the tax, accounting, or finance sectors.

• Preferred: Experience with customer interactions via email, telephony, and chat.

• Must be well-organized and capable of managing customer follow-ups and new inquiries.

• Ability to effectively communicate responses in both written and verbal formats.

• Dependable with measurable time management skills and the capacity to multitask and prioritize tasks.

• Above-average computer proficiency, including Microsoft Office Suite, Azure, and Zendesk.

• Prior experience with SaaS software is a plus.

• A high school diploma or equivalent is required.

• Demonstrated experience in a technical support capacity within a customer-centric environment.

• Proven knowledge of software and hardware troubleshooting techniques.

• Ability to maintain confidentiality and manage sensitive customer information with integrity.

• Progression to production may depend on successful completion of training.

🏝️ Benefits

• Paid leave

• Two company-wide Mental Health Days off

• Access to the Headspace app

• Retirement savings options

• Tuition reimbursement

• Employee incentive programs

• Resources for mental, physical, and financial wellbeing

• Two paid volunteer days off each year

• Opportunities to engage in pro-bono consulting projects and ESG initiatives

• Health insurance coverage

• Dental insurance coverage

• Vision insurance coverage

• Disability insurance coverage

• Life insurance coverage

• Competitive 401(k) plan with company matching

• Paid vacation, sick leave, and safe paid time off

• Paid holidays

• Parental leave

• Sabbatical leave

• Optional hospital, accident, and sickness insurance

• Optional life and AD&D insurance

• Flexible Spending Accounts

• Health Savings Accounts

• Fitness reimbursement

• Employee Assistance Program

• Group Legal Identity Theft Protection benefit

• 529 Plan

• Commuter benefits

• Adoption & Surrogacy Assistance

• Employee Stock Purchase Plan

• Flexible work-life balance policies

• Opportunities for career development and continuous learning