Data-savvy customer service representative

at  Better Reports

Better Reports is seeking a data-savvy customer support agent to provide world-class support for our rapidly growing SaaS app.

REQUIRED SKILLS

We value highly effective individuals who are passionate about their work and possess the following skills:

• Analytical reading

You’ll spend most of your time reading and replying to customer emails. You must be able to read a customer’s email and understand what they are asking, not simply what they are saying.

• Intelligible writing

Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.

• Problem-solving

Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.

• Love for data and numbers

While you don’t need extensive experience with data tools, you must have a comfort and interest in working with data. Experience with Excel formulas or SQL is a plus, but not required.

PREFERRED SKILLS

• Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.
• Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.

Job Type: Full-time, Remote
It is primarily a customer support role.
Most of your time will be spent reading and replying to email queries from customers through our helpdesk tool (HelpScout) along with live chat support to select customers.

Common customer queries include:

• Requests to create custom reports and custom formulas
• Helping merchants schedule and set up reports in Google Sheets
• Investigating and explaining report results
• Requests about features, capabilities, pricing, refunds and general interface questions
• Record videos to demonstrate the functionality of the app that helps answer specific customer questions

On a less frequent basis, you may be required to:

• Write documentation about various features of the app
• Jump on phone/video calls with larger customers to educate and walk through various features (this is rare)

The role offers opportunities for growth as the company grows as well.