Customer Support Agent II - Remote

Overview

A team member at Casebook PBC plays a key role in advancing our mission to build technology that supports human services organizations and accelerates the end of poverty. They are dedicated to Casebook’s vision of building and promoting the human services global operating system and exemplify Casebook’s values while working collaboratively to achieve organizational goals.

In Short

• Provide thoughtful, personalized communication to explain how our product works and help troubleshoot issues via chat, email, and virtual meetings.
• Effectively resolve customer inquiries in a considerate and timely manner while managing a fast-paced ticket queue.
• Investigate, replicate, and document customer issues clearly and concisely.
• Identify when issues need to be escalated with complete details.
• Document fixes and troubleshooting steps in Confluence.
• Create and maintain reusable snippets of response copy.
• Build and deepen product knowledge by using the Casebook platform daily.
• Collaborate with teammates to share knowledge and support continuous improvement.

Requirements

• College degree or equivalent professional experience preferred.
• 2+ years of experience in customer support.
• Experience doing live customer support via chat and ticketing systems.
• Understanding of how the web works and software configuration.
• Ability to explain technical problems succinctly and clearly.
• Strong organizational skills with the ability to manage multiple projects.
• Excellent communication skills, both verbal and written.

Benefits

• Competitive salary with equity options.
• Comprehensive benefits package.
• Opportunity to make a real difference in the community.
• Collaborative and supportive work environment.