In order to guarantee that our clients receive a flawless experience at every touchpoint, our customer service team is essential. Our capacity to provide high-quality support gives us a competitive edge and expedites our ascent to the top of the Resource Management product market. With a strong focus on taking complex problems and coming up with solutions that feel simple and intuitive for our customers, you'll be working asynchronously with a bright, committed team from all over the world.
Duties
Product support
Becoming an expert in our product
Responding to customers in Intercom to help address questions, feature requests, or bugs. You’ll own conversations from first contact through to resolution.
Contributing to enhancing our existing support materials (internal support manual, help center articles, macros) to improve the quality and efficiency of our support
Sharing feature requests from customers and advocating for customers when communicating with the broader organization
Troubleshooting common customer issues and identifying escalations for Tier 2
Billing support
Efficiently manage and respond to incoming billing support requests by identifying and addressing customer issues
Proactively follow up on renewal-related inquiries, including management of purchase orders and completion of vendor forms
Liaising with our Operations team to carry out daily billing tasks related to account changes, refunds, and issuing invoices
Account security support
Handle security-related inquiries and complete security questionnaires with accuracy and confidentiality
Develop and implement innovative solutions for managing security-related questions to improve the efficiency and effectiveness of the support security process
Collaborate with the security team to enhance customer-facing and internal security documentation and processes
As you become more comfortable in the role you’ll:
Identify opportunities to improve our internal and customer-facing processes related to support
Collaborate with cross-functional teams like Sales, Customer Success, Marketing, and Product to prepare for new releases
Create new content to improve the self-service support options
Create proposals for new projects and areas of focus for future support initiatives
Identify new efficiencies and opportunities to exceed customer expectations
What You’ll Need To Be Successful
We want you to love your work and believe that these skills will allow you to succeed in the role.
Applying these skills requires:
Proven experience in customer-facing roles, preferably in a SaaS environment
Working knowledge of billing and security concepts and best practices in a SaaS context
Passionate about educating and empowering customers with knowledge, rather than just fixing things for them
Experience working autonomously, building out processes, and embracing the challenge of problem-solving for customers
Clear, empathetic, and efficient communication skills
Experience with help-desk tools like Intercom (our current tool),Zendesk, or Help Scout, along with automation and efficiency workflows
A moderate understanding of technical concepts (APIs, browser Dev Tools etc.), or a propensity to pick up technical concepts with ease.
Comments