We are seeking a skilled and customer-focused Customer Support Representative with 3-5 years of experience supporting software-as-a-service products to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and troubleshooting assistance. Your primary responsibility will be to ensure customer satisfaction by resolving technical issues, answering inquiries, and delivering a seamless support experience.
Key Responsibilities:
Customer Support: Serve as the primary point of contact for customers, addressing inquiries and resolving technical issues through email, chat, phone, and ticketing systems.
Knowledge Management: Contribute to the development and maintenance of a comprehensive knowledge base, creating clear and concise documentation for internal and customer use.
Customer Training: Provide guidance and training to customers on product features and best practices, enhancing their overall experience and usage efficiency.
Collaboration: Work closely with the General Manager to communicate customer feedback, report bugs, and suggest product improvements.
Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction ratings.
Qualifications and Skills:
Experience: 3-5 years of experience in a customer support role supporting software products. Experience supporting payroll related software products is a big plus.
Technical Proficiency: Solid understanding of software products, troubleshooting methodologies, and the ability to quickly learn new technologies.
Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts in a user-friendly manner.
Problem-Solving Ability: Strong analytical and critical thinking skills to identify issues and develop effective solutions.
Tools Familiarity: Experience using customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and technical tools such as CRM systems, ticketing systems, and knowledge bases.
Customer-Centric Approach: Passion for delivering exceptional customer service with empathy, patience, and professionalism.
Education: Bachelor's degree or equivalent experience preferred.