Customer Support Expert
16 hours ago
We are seeking a skilled Customer Support Expert to deliver exceptional customer experiences and services to our customers and teams.
Main Responsibilities- Resolve customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software with friendliness and promptness.
- Analyze and diagnose complex issues with our platform.
- Collaborate with cross-functional teams for advanced issue resolution.
- Minimum 2 years of SaaS troubleshooting experience in a fast-paced technical support environment.
- Rapid learning ability and proficiency in web-based software.
- Excellent interpersonal skills, including clear communication in high-pressure situations.
- Strong analytical and investigative abilities with a desire to go beyond surface-level issue understanding.
- Fast typing speed and accuracy.
- Bachelor's Degree in MIS, Computer Science, or related field or equivalent experience.
- Previous experience mentoring/training staff.
- Advanced knowledge of Front End Web Development tools and technologies.
- Previous experience with CRM software and contact list management.
- Advanced understanding of DNS, CNAME, and SSL.
- Advanced understanding of email deliverability and its factors.
- Previous experience with customer support platforms.
- Knowledge of API & Integrations.
The Customer Support Expert will meet weekly with the leadership team to discuss performance, identify areas for improvement, seek guidance, and address concerns.
Benefits- HMO Paid 100% by Employer
- Mental healthcare coverage
- Company-issued device
- Team appreciation fund
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