Customer Experience Advocate

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerSupport Full time $40,000 - $60,000

About This Role

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At SimpleTexting, we're seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you'd be the heart and soul of our organization.

Responsibilities:

  • You're a problem-solver with excellent communication skills. Respond to inquiries and issues via online chat, email, and phone calls to help customers resolve their concerns.
  • You'll clarify the customer's needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved.
  • You'll ensure that our customers are responsible users by upholding our policies and guidelines.
  • Participate in writing high-quality help documentation—both for internal use and for our customers.
  • Escalate bugs to our technical support team.
  • Work on specialized projects, as you become more comfortable in the role.
  • Become a subject matter expert—before you can support others, you must have a deep understanding of our product.

This Role Is For You If

  • You love to communicate effectively, actively listen, and build relationships with customers.
  • You enjoy responding to a customer's inquiry in a way that makes sense; we are not a scripted team.
  • You thrive in fast-paced environments and are able to multitask with ease.
  • You're as comfortable hopping on the phone as you are writing clear and concise emails.
  • You're eager to investigate issues when you don't have enough information to resolve them.
  • Going above and beyond for customers gives you a sense of satisfaction.
  • You're passionate about learning new technologies and sharing your knowledge with others.

Required Skills and Qualifications

  • English is your primary language. Secondary languages are a plus.
  • At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
  • You can translate technical ideas into plain language.
  • Demonstrable critical thinking, communication, and problem-solving skills.
  • Ability to learn new software platforms quickly.
  • You're a self-starter with a positive attitude and a willingness to continuously develop and adapt to a growing team.
  • You're highly organized and able to manage and prioritize several different projects.
  • Familiarity with chat and CRM platforms.

Bonus Points

  • Bachelor's degree, preferably in a related field of study.
  • 2+ years in a customer support role.

Location

Remote - US hours.

About Us

We're a leading web-based platform for SMS marketing and business texting. Our software enables organizations to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on us to connect with their audiences.

We're part of Sinch, a global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base.

Our values of Dream big, Win together, Keep it simple and Make it happen are what drive us forward.

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