Description
Our client, a fast-growing B2B SaaS company, is looking for a Customer Support Representative to provide exceptional service and technical support to their SMB clients. This role requires excellent English fluency, a strong understanding of technical topics, and the ability to troubleshoot complex software-related inquiries. If you are a customer-focused problem solver with experience in SaaS and automation integrations, we encourage you to apply.
Location: Fully-Remote (Work from Home), 9 AM - 5 PM EST
Key Responsibilities
- Handle client inquiries, troubleshooting requests, and technical concerns with professionalism and efficiency.
- Provide clear, step-by-step solutions for software-related questions, debugging automation issues, and API integrations.
- Maintain excellent communication and rapport with clients to ensure a seamless support experience.
- Develop a deep understanding of the company’s ERP system to effectively guide clients through technical challenges.
- Assist customers with workflow automation, integrations, and debugging of platform issues.
- Collaborate with the engineering and product teams to escalate and resolve technical concerns efficiently.
- Build long-term relationships with clients by delivering exceptional service and proactive support.
- Handle customer feedback, concerns, and feature requests, ensuring a positive user experience.
- Educate customers on best practices and new features to improve product adoption and satisfaction.
- Maintain accurate records of customer interactions in the CRM system.
- Contribute to knowledge base articles, FAQs, and troubleshooting guides to enhance self-service support.
- Provide feedback to the product team based on customer pain points and recurring issues.
What Success Looks Like
- High customer satisfaction and quick resolution of client issues.
- Efficient troubleshooting and debugging of complex ERP and integration-related concerns.
- Strong relationships with customers, leading to increased retention and engagement.
- Proactive support strategies that help prevent issues before they arise.
Qualifications
- 2+ years in a customer support or technical support role, preferably in a B2B SaaS environment.
- Strong understanding of ERP software, automation integrations, и APIs.
- Fluent English proficiency , both written и verbal , с excellent client-facing presence .
- Comfortable handling technical troubleshooting и debugging inquiries .
- A proactive , personable , и patient approach к client interactions .
Opportunity
This is а fantastic opportunity к join а fast-growing B2B SaaS company и play а critical role в customer success . As а Customer Support Representative , you will directly impact клиент satisfaction , retention , и product adoption . If you are passionate about providing top-tier технический поддержка и building strong клиент relationships , we encourage you к apply !
Application Process
To be considered for this role these steps need к be followed:
1. Fill in the application form
2. Record а video showcasing your skill sets