Customer Support Representative (Remote)

🚀 What’s the opportunity?

We are looking for a product support specialist to provide an amazing support experience for our customers. This role will be on the front lines with our customers: listening to pain points, troubleshooting issues, and helping resolve any problems that may spring up. As a support representative, you will also have the chance to interface closely with our product and engineering teams to help guide the roadmap based on the trends you are seeing.

🔧 What will I be doing?

– Answering questions and troubleshooting issues on chat and email via our support ticketing system

– Becoming a technical expert across our product and adjacent technologies like SSO, Salesforce, and Slack

– Working closely with product and engineering to escalate any high-priority issues and trends

– Have the opportunity to experience a fast-paced startup environment

– Shift Hours: 8am – 5pm PT (9am – 6pm MT)

💡 What skills do I need?

– 2 to 4 years experience in a support related role for a software product (enterprise SaaS a plus)

– Strong technical and written skills

– Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment

– Experience with Intercom, Zendesk, Salesforce

– Ability to communicate complex concepts to customers

– Process-driven and having attention to detail

– Eagerness to respond to tickets to ensure that all SLA response times are met

– Empathy for customers and diligence to resolve problems to provide customer satisfaction

– Passion for the startup experience

-Fully Remote – Work from anywhere in the US

-Flexible Time Off & 13 company-wide holidays

-Equity

-Full healthcare coverage

-100% paid short-term & long-term disability insurance, plus life insurance

-Stipend for remote work setup & DeskPass account

-401K

-Mental Health and Wellness Resources including a free subscription to Spring Health & access to 2 Employee Assistance Programs (EAP)

– Employee Resource Groups

-Access to Well-Being Benefits including: One Medical, Gympass, & Headspace

$60,000 – $85,000 a year