Customer Support Representative

Customer Support Representative

The Career Opportunity

This position has high expectations as you will have extensive exposure to our Product Management and Sales teams at all levels. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization!

What You Will Do

• Respond efficiently to L1 customer inquiries and maintain exceptional customer satisfaction for multiple Products.
• Review and interpret data received from various sources, identifying any discrepancies in data received and accurately uploading the data into the platform.
• Prioritize incoming customer support cases in a high-volume, fast-paced environment.
• Manage support case details in our case tracking system.
• Respond to customer questions, update clients on project status and troubleshoot issues in a timely manner.
• Collaborate daily with our L2 Support, L3 Support, and Product Development teams to represent our customers’ needs, both immediate and long-term.
• Manage chat, phone and email cases simultaneously, prioritize tasks, and reach deadlines.
• Provide efficient productivity and exceed clients’ expectations for support.

Qualifications

• Bachelor’s Degree with 3 years of work experience.
• Must be open to work evenings, occasional weekends, and/or holidays.
• Major in Accounting, Finance or Economics is a plus!
• Excellent customer-facing and communication skills, both written and verbal.
• Ability to accurately analyze and interpret data.
• Exceptional organizational and time management skills.
• Superior troubleshooting, resolution, and analysis skills.
• Ability to perform complex tasks and prioritize multiple projects.
• Previous experience in a high-volume call environment and/or customer support role is a plus!
• Experience with Salesforce.com (or other CRM systems), SaaS technology, MS Office, Python, SEQUEL software support is a plus!