Job Description

Posted 2 weeks ago

Job Summary:

We are looking for a Customer Support Representative to provide world-class assistance to our customers using our software products. The ideal candidate is tech-savvy, customer-oriented, and able to troubleshoot issues effectively. You will be responsible for handling inquiries, resolving technical problems, and ensuring customer satisfaction through email, live chat, and support tickets.

Key Responsibilities:

1. Customer Assistance & Support

• Respond to customer inquiries via email, live chat, and helpdesk tickets.
• Provide guidance on using the software platform, including setup, configuration, and troubleshooting.
• Assist customers in understanding features, best practices, and workflows to maximize value.
• Escalate complex issues to the technical team and ensure timely resolution.

2. Troubleshooting & Problem-Solving

• Diagnose and resolve common technical issues customers face with the software.
• Guide users through troubleshooting steps and provide easy-to-understand solutions.
• Work closely with the development team to identify and document bugs or feature requests.

3. Customer Success & Retention

• Ensure customers have a smooth onboarding experience by providing proactive guidance.
• Identify customer pain points and suggest solutions or improvements.
• Monitor customer feedback and collaborate with product teams to improve the software.

4. Documentation & Knowledge Base Management

• Maintain and update self-help resources, FAQs, and knowledge base articles.
• Contribute to support documentation to improve self-service capabilities for customers.

5. Process Improvement & Reporting

• Analyze customer issues and provide insights for product enhancement.
• Track common support requests to identify patterns and suggest process improvements.
• Maintain accurate records of customer interactions and resolutions in the helpdesk system.

Qualifications & Skills:

✅ Experience:

• 1-3 years of experience in customer support, preferably in a software or technology company.
• Familiarity with software platforms and cloud-based software solutions is a plus.

✅ Technical Skills:

• Ability to troubleshoot software-related issues and guide customers through solutions.
• Experience with support tools like Zendesk, Freshdesk, Intercom, or similar platforms.
• Basic knowledge of APIs, integrations, and troubleshooting connectivity issues is a plus.

✅ Soft Skills:

• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and ability to think critically.
• Patience and empathy in handling customer concerns.

✅ Bonus:

• Familiarity with CRM tools like HubSpot.
• Understanding of software business models and customer lifecycle.

What We Offer:

⭐ Competitive salary and performance-based incentives.
⭐ Opportunity to grow within a fast-scaling software company.
⭐ Remote work flexibility.
⭐ Learning and career development opportunities.