Job Description:We are seeking a dynamic individual to join us as a Customer Support Representative. This role will play a pivotal part in both establishing and executing on support processes to ensure maximum client satisfaction, retention, and advocacy. As the first point of contact for our customers and their constituents you will be responsible for providing exceptional customer service and support. This role requires strong communication and problem-solving skills, with the ability to work in a fast-paced environment.
Responsibilities:
Your primary responsibility is ensuring fast, high-quality resolutions for client issues. To do so, you will:
- Provide technical support customers and their constituents
- Manage an inbound ticket queue, phone call queue, and inbound chat support
- Utilize outbound calling to follow up with customers and provide additional support
- Own our customer-facing knowledge base and help center
- Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs
- Implement new processes to increase the scalability of our team
Qualifications:
- Experience with product support, training, troubleshooting, and technical documentation.
- Previous experience in a customer-facing role, preferably in an enterprise software environment
- A high level of organization, attention to detail, and project management skills
- Strong communication and interpersonal skills, with the ability to deescalate difficult situations
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Exceptional problem-solving abilities
- Professional work ethic coupled with sound judgment
- Experience with support systems like Zendesk, Salesforce, or Asana is a plus
- Spanish proficiency is a plus
- Data and analytical skills are a plus
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance
- Work from home
Experience level:
Weekly day range:
Work setting:
Ability to Commute:
- Boston, MA 02110 (Required)
Work Location: Hybrid remote in Boston, MA 02110