Key skills
SaaSJiraCommunicationRemote Work
About this role
Role Overview
- Provide personalized and relevant assistance to all Loopio users by responding to support tickets and phone inquiries
- Reproduce issues, review logs and internal resources to debug issues
- Deliver viable workarounds and solutions to help customers meet deadlines
- Document internal learnings, assisting other support team members in solving tickets
- Participate in internal training sessions to teach teammates new skills
- Create and maintain help center resources for customer self-service
- Collaborate with Customer Experience team to deliver value and contribute to customer retention
Requirements
- 1 year experience in a customer-facing role at a SaaS software company
- Strong desire and passion for helping and supporting others
- Tech savvy with a thirst to learn new technologies and tools
- Previous exposure with support tools (ex. Zendesk, Jira) are nice to have
- Excellent written and verbal communication skills with attention to detail
- Strong organizational skills, calendar management, and prioritization
- Ability to multitask and context switch with ease
Benefits
- Health and wellness benefits starting day 1
- Ongoing feedback and regular 1-on-1s from management
- Remote work setup with a MacBook laptop
- Monthly phone and internet subsidy
- Work-from-home budget for home office setup
- Opportunities for connections in a remote first environment
- Participation in townhalls and quarterly celebrations
- Dedicated professional mastery allowance for learning support
- Active Employee Resource Groups for learning and connecting