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Customer Support Representative


Offer summary

Qualifications:

2+ years in customer support or technical support, preferably in B2B SaaS., Strong understanding of ERP software, automation integrations, and APIs., Fluent in English, both written and verbal, with excellent client-facing skills., Proactive and patient approach to client interactions..

Key responsabilities:

  • Handle client inquiries and troubleshoot technical concerns efficiently.
  • Provide clear solutions for software-related questions and API integrations.
  • Maintain excellent communication with clients to ensure a seamless support experience.
  • Collaborate with engineering and product teams to resolve technical issues.

Project Growth logo
Project Growth Marketing & Advertising Startup https://www.projectgrowthmarketing.com/
2 - 10 Employees
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Job description

Our client, a fast-growing B2B SaaS company, is looking for a Customer Support Representative to provide exceptional service and technical support to their SMB clients. This role requires excellent English fluency, a strong understanding of technical topics, and the ability to troubleshoot complex software-related inquiries. If you are a customer-focused problem solver with experience in SaaS and automation integrations, we encourage you to apply.

Location: Fully-Remote (Work from Home), 9 AM - 5 PM EST

Key Responsibilities

  • Handle client inquiries, troubleshooting requests, and technical concerns with professionalism and efficiency.

  • Provide clear, step-by-step solutions for software-related questions, debugging automation issues, and API integrations.

  • Maintain excellent communication and rapport with clients to ensure a seamless support experience.

  • Develop a deep understanding of the company’s ERP system to effectively guide clients through technical challenges.

  • Assist customers with workflow automation, integrations, and debugging of platform issues.

  • Collaborate with the engineering and product teams to escalate and resolve technical concerns efficiently.

  • Build long-term relationships with clients by delivering exceptional service and proactive support.

  • Handle customer feedback, concerns, and feature requests, ensuring a positive user experience.

  • Educate customers on best practices and new features to improve product adoption and satisfaction.

  • Maintain accurate records of customer interactions in the CRM system.

  • Contribute to knowledge base articles, FAQs, and troubleshooting guides to enhance self-service support.

  • Provide feedback to the product team based on customer pain points and recurring issues.

What Success Looks Like

  • High customer satisfaction and quick resolution of client issues.

  • Efficient troubleshooting and debugging of complex ERP and integration-related concerns.

  • Strong relationships with customers, leading to increased retention and engagement.

  • Proactive support strategies that help prevent issues before they arise.

Qualifications

  • 2+ years in a customer support or technical support role, preferably in a B2B SaaS environment.

  • Strong understanding of ERP software, automation integrations, and APIs.

  • Fluent English proficiency, both written and verbal, with excellent client-facing presence.

  • Comfortable handling technical troubleshooting and debugging inquiries.

  • A proactive, personable, and patient approach to client interactions.

Opportunity
This is a fantastic opportunity to join a fast-growing B2B SaaS company and play a critical role in customer success. As a Customer Support Representative, you will directly impact client satisfaction, retention, and product adoption. If you are passionate about providing top-tier technical support and building strong customer relationships, we encourage you to apply!

Application Process:
To be considered for this role these steps need to be followed:
  • Fill in the application form

  • Record a video showcasing your skill sets

Required profile

Experience

Industry :
Marketing & Advertising
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Patience
  • Communication

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