B2B Software Customer Support Representative

 We are looking for a professional, self-motivated and enthusiastic Customer support representative that meets our client's expectations and needs at the same time that they ensure customers have the best possible experience using our system. We are looking for someone that is tech-savvy and uses a friendly approach when interacting with customers.


 
The Role




 
Professional handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
 
Thoroughly and efficiently gather customer information, access and fulfil customer needs, and educate the customer to prevent the need for future contact. 
 
Manage and prioritize multiple concerns
 
Organize workflow to meet customer timeframes
 
Record details of inquiries, comments, and complaints
 
Communicate and coordinate with internal departments (Development, sales and QA)
 
Handle issues in the best interest of both the customer and the company.
 
Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience. 
 
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
 
Demonstrate conflict resolution and negotiation skills
 
Ability to determine customer needs and provide appropriate solution
 
Working closely with Support Team Leader to deliver the best customer solutions and resolutions in a fast-paced environment with support tickets and chats
 
Working closely with other regions to cross-support, communicate and sync


 
The Profile




 
+2 Years of Customer Support experience
 
Strong problem-solving, verbal, and written communication skills (English)
 
Analytic and problem-solving personality 
 
Some experience with calls, online ticketing systems, and technical support 1st and 2nd line support.
 
Ability to work independently, but recognize when to escalate things to the management or the rest of the team. 
 
Ability to communicate clearly and professionally, both verbally and in writing.
 
Has “thick skin” and is able to handle complaints and unpleasant customers.
 
Good comprehension skills - the ability to clearly understand and state the issues customers present.
 
Highly developed sense of integrity and commitment to customer satisfaction.
 
Demonstrated passion for excellence with respect to treating and caring for customers.
 
Excellent problem-solving and analytical skills
 
Aptitude for learning new technologies quickly 
 
Strong detail orientation and communication/listening skills.
 
Fluently speak and write in English
 
Possess a strong work ethic and team player mentality.
 
Responsible and accountable
 
An amazing sense of humour and wants to be part of an in-house team


 
Computer knowledge/ skills:




 
Some experience working with technical products such as software
 
Ability to use a desktop computer system
 
Excellent typing skills
 
Some knowledge and experience with Ticketing systems, online chats, and email handling queries
 
Ability to successfully adapt to changes in the work environment
 
Tech-savvy, troubleshooting, diagnosis, and technical review
 
Custom integrations, API, IPs, and proxy experience/knowledge are a bonus


 
What we offer:




 
Competitive salary based on experience- $25K to $29K year
 
23 Paid holidays
 
Formal training programs
 
Career growth opportunities
 
Super fun and friendly team
 
US working 12 pm to 8 pm EST