Customer Support Representative (SaaS) - Remote

Overview

This role involves serving as the front line of support for users of digital platforms, ensuring positive interactions and resolving queries efficiently.

In Short

• Respond to user queries via email, chat, and ticketing systems.
• Troubleshoot account and billing issues.
• Escalate complex issues to specialist teams.
• Document interactions accurately in CRM systems.
• Contribute to knowledge base and FAQs.
• Identify patterns and report feedback for improvements.
• Maintain service level expectations and brand standards.
• Full-time commitment with 8 hours per day.
• Competitive compensation with potential benefits.
• Paid annual and sick leave.

Requirements

• Strong communication skills.
• Problem-solving abilities.
• Experience in customer service, preferably in a SaaS environment.
• Ability to work independently and collaboratively.
• Attention to detail and patience.
• Familiarity with CRM systems is a plus.
• Flexibility to adapt to various client needs.
• Availability during appropriate office hours.

Benefits

• Full employee status with payroll and benefits.
• Paid annual leave and sick leave.
• Potential for additional benefits.
• Supportive work environment.
• Opportunities for professional growth.