Main responsibilities

• Customer Interaction: Respond to customer inquiries via Zendesk providing timely and accurate support within expected KPIs
• Best in Class Customer Experience: Interact with customers and internal partners with kindness and enthusiasm, going above and beyond to provide a great experience
• Issue Resolution: Troubleshoot and resolve common technical problems, such as basic configuration issues or product mapping/matching errors
• Escalation: Identify and escalate complex issues to Tier 2 support, providing detailed documentation and context
• Knowledge Base: Utilize and contribute to internal knowledge base articles, ensuring up-to-date and comprehensive resources for customers and support agents
• Data Collection: Document customer interactions and issue resolutions in our CRM system, ensuring accurate records for future reference

Requirements

• 2-4 years of customer service experience, preferably in a SaaS technology environment
• Excellent verbal and written English communication
• Required tool knowledge: Zendesk, Google Suite, Jira
• Nice to have: Salesforce, basic experience with HTML, CSS, and Data analysis and importing
• The Support Agent should have strong communication skills to communicate with customers and across internal cross-functional teams
• Be highly adaptable to a fast-paced start-up environment, embracing change, and thriving in a sometimes-uncertain atmosphere
• Solve problems, multitask, and manage time
• High attention to detail and technical aptitude

About us

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