We’re looking for a Customer Support Representative who thrives on a diverse workload – from cracking complex problem tickets to developing helpful guides and videos and hosting lively orientation sessions for our client’s new customers. The ideal candidate is motivated by the opportunity to tackle a variety of tasks, engage directly with users, and contribute to a seamless support experience that empowers our client’s customers.
What you’ll do
- Assess and prioritize incoming support tickets, ensuring timely and accurate responses to customer inquiries. Log all actions in the Support system, and offer solutions grounded in a deep understanding of each customer’s issue. When needed, collaborate with other departments to address issues successfully.
- Maintain deep knowledge of all our client’s company products and services. Convert customer feedback into actionable insights for product development and create internal resources to enhance support team knowledge.
- Work with technical teams to tackle complex problems and monitor progress, ensuring timely follow-ups with customers. Escalate urgent issues to the appropriate management level and identify recurring patterns for system enhancements.
- Facilitate white-glove orientation sessions with zest for high-value trial customers over live video.
- Compose thorough help articles and FAQs, regularly update existing documentation to mirror recent product changes, and collaborate with product teams to ensure the precision of help content. Record clear and engaging how-to video tutorials that guide customers through product usage.
What you’ll bring
- 1+ years in customer service or support roles working with customer support ticketing systems
- Proven ability to troubleshoot and resolve complex customer issues while ensuring customer satisfaction.
- Experience creating educational content (written guides, videos) and supporting B2B software, particularly in HR Tech, is highly valued.
- Top-notch written and verbal English communication skills.
- Skilled in crafting and updating knowledge base articles, FAQs, and instructional videos, or other multimedia content.
- Eagerness to continually learn and stay current with the latest product features and services
- Have the ability to work remotely with initiative and autonomy, and be adaptable and resilient in a dynamic startup environment.
- Willingness to adjust schedules to help meet SLA’s for global timezones
Benefits
- A fully remote position with flexible hours, allowing for work-life balance.
- The opportunity to join a pioneering software company that is redefining the hiring experience for everyone and transforming how leading organizations build exceptional teams.
- Two weeks of paid vacation per year.
- 10 paid days for local holidays.
Work Schedule: Eastern Standard Time