Senior Customer Support Representative

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Act as the ultimate escalation point for complex or unclear issues prior to involving Engineering or Product teams.

• Reproduce incidents reported in staging or testing environments and identify root causes.

• Examine product workflows, integrations, and configurations thoroughly.

• Categorize issues as product defects, configuration errors, or expected behaviors.

• Compile logs, screenshots, reproduction steps, and environmental context to create actionable tickets.

• Confirm suspected bugs and supply Engineering with reproduction steps, test scenarios, and customer context.

• Engage in regression testing, fix validation, quality assurance, and pre-launch testing activities.

• Keep thorough ticket documentation and ensure accurate tracking of bugs and escalations in HubSpot and ECP’s ticketing systems.

• Contribute to the creation of technical documentation, troubleshooting workflows, and release notes.

• Offer feedback and conduct teach-backs to enhance frontline troubleshooting and minimize escalations.

• Analyze ticket trends and suggest training, documentation, or product enhancements.

• Manage triaged issues until their resolution while adhering to KPIs, SLAs, and quality standards.

• Assist management with tasks when the manager is unavailable or needs support.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Service.

• At least 1 year of escalated Technical Support experience.

• Strong analytical skills and the ability to replicate and test potential bugs effectively.

• Exceptional verbal and written communication skills, including the ability to clearly articulate replication steps and identify suspected issues.

• Proficient in quickly learning new systems and technologies.

• Capability to work in a remote environment that complies with cybersecurity and other workplace policies.

• Availability from Monday to Friday, 8:00 am–5:30 pm CT, with equivalent times in PT, MT, and ET.

• Willingness to participate in the on-call/after-hours rotational schedule.

• Preferred strong understanding of Billing/Financial terminology and processes.

• Previous software experience with JIRA, ServiceDesk, and UAT is a plus.

• Bachelor’s or Associate's degree is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible working hours and a supportive remote work environment.