Product Support Representative

Opportunity Overview

Our growing software as a service (SaaS) business is looking for an enthusiastic and skilled problem solver who thrives on interaction with clients / co-workers, rewarding work, and constant learning. We desire an individual who believes in providing best in industry support while building strong customer relationships and value.

Key Responsibilities

• Provide technical and product support via email, phone, and chat.
• Deliver clear, concise, and timely answers to customer questions.
• Troubleshoot and diagnose issues and work with a sense of urgency to deliver clear and concise solutions.
• Alert and advise customers around critical issues and software updates.
• Collaborate with internal teams to identify product defects, recommend solutions, and test fixes.
• Increase knowledge of the product suite and train on new products as they become available.
• Look for process improvement and workflow automation where applicable.
• Understand how our customers are utilizing SafeSend products and recommend additional features where possible.
• Document customer interactions and resolutions in our customer database and ticketing systems.

Skills & Experience

• 2+ years of experience in a customer facing role preferred, ideally in the tax, accounting, or finance industry.
• Service-oriented with a passion and drive to provide industry-leading customer experience.
• A good listener with an empathetic and problem-solving mindset.
• Well organized and adept at managing customer follow-up in addition to new inquiries from customers.
• Experience with email, telephony, and chat customer interactions preferred.
• Able to effectively articulate responses in both a written and verbal manner.
• Passion and drive to consistently deliver the best customer experience.
• Highly reliable with measurable time management skills and in some instances, the ability to multi-task and prioritize to meet deadlines and expectations.
• Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus.
• Team player and contributor who always maintains honesty and candor while being respectful of others.
• Positive attitude and desire to make personal connections with customers to create value and loyalty.
• Interest in pursuing a career in the tax & accounting industry is a plus
• Associates or Bachelor’s Degree required. All majors welcome.

Why join SafeSend?

We love serving our customers, making technology tools that help people, and being part of a vibrant organization that is team oriented. These characteristics are part of the reason our flagship solution, SafeSend Returns® is a multi-year technology innovation award winner. We deliver on our promise to offer best-in-class software design and customer service.

We offer a competitive compensation and benefits package including profit sharing, company-paid health benefits, company-matched 401 (k) plan and Section 125 plan. We provide an environment that encourages a healthy lifestyle promoting work/life balance and overall employee well-being. We also offer paid vacation time off, sick leave and holidays. Our new Ann Arbor office is where we plan to continue to grow and we are looking for new team members to contribute to our culture and makes us an even better organization.

SafeSend is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state or local law.