Customer Support Representative

Job Title

Customer Support Representative

Location

Remote: Argentina preferred

About the Role

We're looking for a Customer Support Representative who thrives on a diverse workload – from cracking complex problem tickets to developing helpful guides and videos, and hosting lively orientation sessions for our new customers. If you love the idea of tackling a variety of tasks, engaging directly with users, and contributing to a seamless support experience that empowers our customers, we'd like to chat with you about joining our customer-focused team. Come join this rocketship company!

What you'll do

• Efficiently assess and prioritize incoming support tickets, ensuring timely and accurate responses to customer inquiries. Log all details and actions in the Support system, and offer solutions grounded in a deep understanding of each customer's issue. When needed, collaborate with other departments to address issues successfully.
• Maintain deep knowledge of all company products and services, staying current with updates. Translate customer feedback into valuable insights for the product development team. Craft thorough internal resources to bolster product understanding within the customer support team.
• Coordinate with technical teams to tackle complex problems and monitor the resolution progress, ensuring timely follow-ups with customers. Escalate urgent issues to the right management level and identify recurring patterns to inform system enhancements.
• Facilitate white-glove orientation sessions with zest for high-value trial customers over live video. 
• Compose thorough help articles and FAQs, regularly update existing documentation to mirror recent product changes, and collaborate with product teams to ensure the precision of help content. Record clear and engaging how-to video tutorials that guide customers through product usage.

What you'll bring

• Top-notch written and verbal communication skills
• 1+ years in customer service or support roles working with customer support ticketing systems
• Demonstrated ability to troubleshoot and solve complex customer problems while delighting customers
• Experience creating educational content such as written guides or videos
• Experience supporting a B2B software (particularly HR Tech) is highly valued.
• Adept in crafting and updating knowledge base articles and FAQs and instructional videos and multimedia help content
• Eagerness to continually learn and stay current with the latest product features and services
• Ability to work remotely with initiative and autonomy
• Agility and resilience in a dynamic startup environment
• Willingness to flex schedules to help meet SLA's for global timezones

Compensation 

• $50,000 annually 
• This is a full-time contractor role

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. *Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property.