Key Responsibilities

1. Customer Assistance and Issue Resolution:
   • Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
   • Diagnose and troubleshoot customer issues, providing solutions or escalating to technical teams as needed.
2. Product Knowledge and Guidance:
   • Maintain a thorough understanding of products and services to guide customers effectively.
   • Provide product training and support to new customers to ensure smooth onboarding.
3. Documentation and Knowledge Base Maintenance:
   • Create and update support documentation, FAQs, and tutorials to assist customers in self-service options.
   • Contribute to the knowledge base by documenting recurring issues and solutions.
4. Customer Feedback Collection:
   • Gather customer feedback on products and services, providing insights to product and development teams for continuous improvement.
   • Conduct follow-up interactions to ensure customer satisfaction.
5. Collaboration with Cross-Functional Teams:
   • Work closely with sales, marketing, and technical support teams to resolve complex issues and improve customer experience.
   • Provide feedback to the product team regarding common customer requests and areas for improvement.

Required Qualifications

• Experience: 2+ years in a customer support role, ideally within a technology company.
• Skills:
  • Proficiency with support software (Zendesk, Freshdesk, or similar).
  • Excellent communication and problem-solving skills.
  • Ability to manage multiple tasks and respond to high-priority requests.

Preferred Qualifications

• Bachelor’s degree in Communication, Business, or related field.
• Experience in a SaaS or IT environment is a plus.

Benefits

• Compensation: Competitive salary with performance-based incentives.
• Professional Development: Training opportunities for career growth within customer support and beyond.
• Flexible Hours: Work-from-home and remote options.
• Health Benefits: Comprehensive health coverage.