Customer Support Representative III

Role Overview

• Respond to inquiries and issues via online chat, email, and phone calls
• Clarify the customer’s needs and determine the cause
• Select and explain the best solution, then follow-up
• Ensure compliance and responsible texting for customers
• Write excellent help documentation
• Escalate bugs to the technical support team
• Work on specialized projects
• Become a SimpleTexting power user

Requirements

• English is your primary language. Secondary languages are a plus.
• At least 1 year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
• You can translate technical ideas for non-technical audiences
• Demonstrable critical thinking, communication, and creative problem-solving skills
• Ability to learn new software platforms quickly
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
• Highly organized. You can manage and prioritize several different projects.
• Familiarity chat and CRM platforms
• Bachelor’s degree, preferably in a related field of study
• 2+ years in customer support role

Benefits

• Professional development opportunities