Technical Customer Support Representative

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

📋 Description

• Receive, respond to, track, and route technical support inquiries via calls and emails from customers.

• Manage details of support cases within the case tracking system.

• Prioritize incoming support cases in a dynamic, high-volume environment.

• Provide assistance to the sales team, including tasks related to study management and marketing.

• Perform a variety of quality assurance support tasks.

• Ensure customer satisfaction and achieve quarterly support performance metrics.

• Complete the onboarding process, progressively manage more complex tickets, handle phone inquiries, and achieve full proficiency within 90 days.

⛳️ Requirements

• Willingness to adjust work schedule in alignment with the Asia Pacific region as necessary.

• Bachelor's degree or a comparable combination of education and experience.

• Experience in providing support through phone and email channels.

• Exceptional communication skills, both written and verbal.

• Background in giving presentations, training, or similar activities.

• Familiarity with Salesforce, SaaS technology, and software support.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life/LTD insurance.

• Full coverage of health insurance premiums for all employees.

• 50% coverage of dependent premiums.

• Flexible work schedules and locations.

• Emphasis on work/life balance.

• Weekly company-wide standup meetings.