Customer Service Representative

We need someone who can provide the equivalent of Tier 1, 2, and 3 support for our growing company. The questions we get from our users are usually interesting and challenging, and there are several avenues for promotion for employees who are motivated and performant.

Job Description

We’re looking for someone who is passionate about supporting customers, and interested in working for an agile, growing software company. The perfect fit is someone who is a problem-solver, and is both capable of and interested in getting to the heart of customer problems in order to find ways we can improve our software. Ideally, you have a technical background, yet are able to explain complex concepts in a user-friendly manner, and you are patient with all types of user questions. Our company is high-energy and is highly focused on user-driven feature development, so the support team is on the front lines of understanding how customers use our product and what needs improvement.

Job Duties

  • Attract potential customers by answering product and service questions
  • Set up customer accounts:
    • Enter account information
    • Assist with initial customer data entry
    • Provide application walkthrough
    • Provide basic tutorials
  • Resolve product or service problems received both by email, helpdesk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintains the helpdesk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs
  • Assists in documenting support issues and creating application usage guides

Required Skills and Qualifications

Intermediate Excel skills (comfortable with using formulas), customer service, quality-focused, problem solving, documentation skills, excellent spoken and written communication skills, listening, analyzing information, multitasking

Preferred Skills and Qualifications

SaaS (software-as-a-service) experience, computer science background, experience scripting or programming with APIs, understanding of relational databases, PHP / HTML / CSS / Javascript experience

How to Apply

Send your resume to james.jordan@servicetrade.com