Customer Support Representative at L2L Connected Workforce Platform

, , United States -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

0.0

Posted On

24 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Communication Skills, Problem-Solving, Analytical Skills, Software Knowledge, Collaboration, Empathy, Curiosity, Self-Starter, Continuous Learning, Manufacturing Software, Help Content Creation, Training Materials, Customer Service

Industry

Software Development

Description

We’re looking for a Customer Support Representative to join our team: Here’s how you can drive action that matters. Top Three Outcomes: Accelerate Delivery: Move quickly to understand and resolve issues, keep help resources up to date, communicate product updates clearly, and help customers get real value from L2L. Elevate the Customer Experience: Be the first point of contact for our customers, responding with clarity, empathy, and confidence across email, chat, phone, and Zendesk. Bring Positive Energy: Show up with a customer-first mindset, curiosity, and a collaborative attitude, especially in the moments that matter most to our customers. What you’ll do Identify, investigate, and resolve customer inquiries via chat, phone, and Zendesk/email Apply your software knowledge to troubleshoot issues and guide customers to solutions Walk customers through processes and instructions, both verbally and in writing Partner closely with Product, Engineering, and other teams to research and resolve issues Write and improve help articles that make it easy for customers to find answers and solve problems independently. What we’re looking for Bachelor’s degree preferred 3+ years of experience in customer or technical support (SaaS experience strongly preferred) Excellent written and verbal communication skills Strong customer service instincts with a professional, approachable demeanor Ability to explain technical concepts to both technical and non-technical audiences Strong analytical and problem-solving skills Comfortable learning and navigating new software quickly Self-starter who can work effectively in a remote environment Passion for continuous learning and growth Nice to have Experience with manufacturing software or knowledge of manufacturing processes Experience creating or maintaining help content or training materials Preferred locations: L2L practices a remote-first approach while offering office space in Burlington, MA. Due to the collaborative nature of this role, we are looking for someone who lives in the EST time zone Our Values: Our values are at the core of everything we do. We believe in collaboration because we’re better together. We embody a mindset of continuous improvement, bold thinking, curiosity, and adapting with purpose. We take ownership by stepping up, taking responsibility, and driving results. And we lead with positivity, supporting ourselves and each other. Interested in seeing our values in action? More About Us: L2L is the only Connected Workforce platform unifying team collaboration, maintenance, and OEE for data-driven decisions within your workflow. We help manufacturers improve performance by connecting the right people to the right information and insights to solve problems. Our platform boosts productivity, streamlines operations, and fosters a connected and high-performing workforce. Real-time visibility and action: Equip frontline teams to be problem solvers with seamless task visibility, disruption management tracking, work execution, and AI-driven knowledge management. Data-driven insights: Connect data to tasks and actions, identify bottlenecks, and optimize workflows to ensure smooth operations across all teams, lines, and shifts. Collaborative problem-solving: Share best practices across the enterprise and foster a culture of continuous improvement at scale. L2L isn’t just a short-term fix. It’s a system designed to drive continuous improvement and keep your workforce connected, empowered, and high-performing. We are backed by M33 Growth, a growth-focused private equity firm in Boston, Massachusetts, that provides capital and resources to develop already-great businesses into market leaders.

Responsibilities

The Customer Support Representative will identify, investigate, and resolve customer inquiries through various channels, applying software knowledge to troubleshoot issues. They will also partner with other teams to research and resolve issues while improving help articles for customer self-service.