About the Role:

As a Senior Customer Support Associate for our technical support team, you'll be the first point of contact for our customers, helping them with technical questions and issues.

Requirements:

• Experience in customer support and technical support, especially with SaaS products, would be an added benefit.
• Strong troubleshooting skills and a solid understanding of software applications.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize effectively.
• A customer-focused attitude with a passion for helping others.

1. Customer Interaction:

• Assist customers via voice, email, and chat, answering their questions and resolving technical issues related to our client's software.
• Listen carefully to customers' concerns and provide clear, effective solutions.

2. Technical Troubleshooting:

• Diagnose and resolve issues with our SaaS applications, guiding customers through the necessary steps to fix their problems.
• Offer helpful documentation and resources to empower customers to solve issues on their own.

3. Documentation:

• Keep accurate records of customer interactions and solutions in our support system.
• Update our knowledge base with helpful articles and FAQs to support both customers and team members.

4. Collaboration:

• Work closely with engineering and product teams to escalate complex issues and share customer feedback.
• Team up with colleagues to enhance service delivery and overall customer satisfaction.

5. Customer Education:

• Educate customers on product features and best practices.
• Support new customers ensuring they have the resources they need.

6. Process Improvement:

• Look for ways to improve our support processes to make things easier for customers and the support team.
• Share your insights and suggestions during team meetings to foster a culture of continuous improvement.

7. Continuous Learning:

• Stay updated on product changes, industry trends, and new technologies relevant to our software.
• Take advantage of training opportunities to enhance your skills and knowledge.

8. Additional Duties:

• Take on any additional tasks, needed to support the goals of the technical support team and the company.

Please refer to job description.