ABOUT THE COMPANY

We’re supporting a SaaS organization in the search for Customer Support Representatives to serve as the first point of contact for existing customers when they have questions or concerns using the software. This individual will be cross-trained on several products to provide support for users.

ABOUT THE ROLE

We’re seeking self-motivated, puzzle-loving Customer Support Representatives to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You’ll support customers using a variety of SaaS tools and will become a subject matter expert in several product areas.
As the first point of contact, you’ll help users by phone, live chat, and ticketing system. You’ll need to be comfortable troubleshooting software issues, navigating customer platforms like Zendesk and Jira, and - most importantly - delivering best-in-class service.

KEY RESPONSIBILITIES

• Serve as the first point of contact for customer support inquiries
• Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
• Document, escalate, and track support requests using Zendesk
• Verify and report software bugs; communicate with internal teams as needed
• Act as a Subject Matter Expert (SME) for assigned products
• Prioritize workload effectively and follow established SLAs
• Encourage clients to submit product feedback and enhancement requests
• Follow established risk management and data security protocols

ADDITIONAL DUTIES

• Update internal support documentation
• Participate in ongoing training and development opportunities
• Provide customer feedback to internal stakeholders
• Learn and support additional products within the company’s suite
• Collaborate with product and development teams via tools like Jira
• Contribute to process improvements and other team initiatives