Customer Support Representative

The Customer Service Manager is responsible for achieving a high level of customer satisfaction and retention. The Customer Service Manager will act as a trusted adviser to our customers. As a customer support representative, your role will be to facilitate customer communication by answering questions, providing guidance, and highlighting best practices to make sure our customers are using the platform(s) to the best of their ability. You will communicate with customers primarily through email, chat, and online meetings.

Core Responsibilities: Your core responsibilities in this role will include the following:

• Provide email, web, and phone support to customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the existing case management systems
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Submit well researched and well documented bugs and feature requests arising from customer submitted requests
• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• Participate in weekend/holiday on-call support rotation as needed

Who are you:

• You thrive on delighting clients with exceptional service that goes above and beyond expectations.
• Passionate about building strong relationships to help clients achieve their customer engagement goals.
• Like to learn and be the expert. You will quickly learn our product to consult your clients on what you think is best.
• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Have “Can do it, can figure it out” attitude