Key skills
SaaSSalesforceCRMCommunication
About this role
Role Overview
- Respond promptly to inbound phone calls, text messages, emails, voicemails, and support tickets.
- Serve as the primary point of contact for customer inquiries and technical support requests.
- Provide clear communication, professional service, and timely follow-up throughout the resolution process.
- Set accurate expectations regarding timelines, next steps, and issue resolution.
- Diagnose and resolve common customer issues related to credit card readers, payment systems, device connectivity, and equipment issues.
- Maintain ownership of support tickets from initial contact through resolution and prioritize workload to meet service-level expectations.
- Collaborate with various teams to resolve customer issues and contribute to process improvements.
Requirements
- 2+ years of customer service, call center, help desk, technical support, or product support experience.
- Strong verbal and written communication skills.
- Excellent problem-solving and troubleshooting abilities.
- Ability to multitask across multiple software systems while maintaining accuracy.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage competing priorities.
- Preferred Experience in technical support, product support, or SaaS support environments.
- Familiarity with vending equipment, unattended retail technology, or payment processing systems.
- Experience using CRM or ticketing platforms such as Zoho Desk, Zendesk, Salesforce, or similar systems.
- Basic mechanical or technical troubleshooting experience.
Benefits
- Competitive pay
- Health, dental, and vision insurance
- Paid time off (PTO)
- Paid holidays
- 401(k) with company match
- Life insurance
- Employee assistance program (EAP)
- Ongoing training and professional development
- Career growth opportunities
- Supportive and collaborative team environment