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Customer Support Representative

extra holidays - extra parental leave - work from anywhere - fully flexible
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Philippines

Offer summary

Qualifications:

2+ years experience in software customer support, Fluency in spoken and written English, Great visual communication skills, Experience tracking bugs with QA teams.

Key responsabilities:

  • Manage and respond to customer requests
  • Educate and instruct customers via various channels
  • Collaborate with Product and Customer Success teams
  • Assist Customer Experience team with account management
MURAL logo
MURAL Internet SME https://www.mural.co
501 - 1000 Employees
About MURAL
MURAL is the leading provider of digital workspaces for guided visual collaboration. Different from online whiteboarding and design software, the MURAL® platform transforms teamwork by making meetings and workshops interactive experiences that are designed for problem solving, play, and imagination. Teams in product, consulting, leadership, innovation, technology, and sales and customer success, among others, innovate, strategize, plan, and reflect using MURAL’s visual thinking canvas. The platform provides hundreds of visual methods, or templates, as well as Facilitation Superpowers™ features to guide teams through especially complex, difficult teamwork. Tens of thousands of teams at companies such as IBM, Intuit, Facebook, Publicis Sapient, USAA, SAP, Thoughtworks, and Atlassian, as well as MURAL’s other customers, use the platform to foster inclusive, imaginative teamwork and turn shared ideas into a shared reality—at any time and from anywhere. Start your free forever workspace at mural.co MURAL is headquartered in San Francisco and employs over 600 people working across six time zones around the world like Buenos Aires, Atlanta, and across Europe.
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Job description

ABOUT THE TEAM

Our Customer Support team is based in several different countries, providing support to customers around the globe. We have a rich mixture of cultures and backgrounds and have a strong team spirit of helping each other. Our work helps unlock customers using our platform and drives improved customer satisfaction and engagement.

 

YOUR MISSION

As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals. As a successful candidate you will be able to convey how exciting and innovative our software is. You will turn our current customer base into Mural fanatics by showing how easy and fun it is to collaborate in design thinking with Mural.

 

WHAT YOU'LL DO

  • Manage and respond to customer requests

  • Understand our customers and become their advocate

  • Educate and instruct customers through email, chat, phone call and video

  • Assist the Customer Experience team with managing their accounts as needed

  • Collaborate with the Product team on how to improve the product

  • Collaborate with Customer Success on education programs 

WHAT YOU'LL BRING

  •  2+ years experience in software customer support (ideally B2B)

  • Fluency in spoken and written English (additional languages are a plus)

  • Willingness and passion for understanding, helping and teaching customers

  • The curiosity to find new, better ways to solve problems

  • A strong passion to help teams succeed, and empathy with users

  • Experience troubleshooting and reporting software bugs

  • Experience tracking bugs with a QA and development team

  • Great visual communication skills

  • The ability to provide clear and concise guidance through emails, over the phone, video or in person

  • Availability to work some weekend shifts

  • The hours will be 14:00 to 22:00 ART

Equal Opportunity 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Internet
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Visual CommunicationsBug Tracking And ManagementCustomer SupportB2B AdvertisingCustomer Service TrainingCustomer AdvocacyProduct SupportDual Language

Other Skills

  • Problem Solving
  • Empathy
  • Teamwork
  • Curiosity
  • Communication
Are you interested?

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