Job Description
Job Summary:
We are seeking a skilled Technical Customer Support Representative with prior experience in SaaS customer support and strong technical abilities. The ideal candidate is a problem-solver with excellent communication skills, able to troubleshoot customer issues effectively and provide a seamless support experience. You will work closely with our support and technical teams to ensure customer satisfaction and successful resolution of technical inquiries.
Key Responsibilities:
- Customer Assistance: Respond to customer inquiries via phone, email, and chat, providing timely and efficient solutions to technical issues and general support requests.
- Technical Troubleshooting: Diagnose and resolve technical issues related to our SaaS platform, guiding customers through solutions with a hands-on, step-by-step approach.
- Product Expertise: Gain a deep understanding of our SaaS product to become a subject matter expert and provide in-depth support to customers.
- Documentation and Reporting: Document all support interactions, update help articles, and escalate complex issues to the appropriate internal teams.
- Feedback Loop: Gather and communicate customer feedback to product and development teams, providing insights to help improve the customer experience.
- Collaboration with Technical Teams: Work closely with engineering and QA teams to troubleshoot and resolve advanced issues, relaying technical details accurately.
- Customer Education: Conduct product walkthroughs and help customers make the most of our platform by teaching them best practices and usage tips.
- Content Management: Create, proofread, and regularly update user response templates to improve efficiency and ensure consistent communication. Maintain and enhance knowledge base articles for improved user self-service and support team effectiveness. Oversee translations of support content into multiple languages to meet diverse customer needs.
- Monitoring & Reporting: Monitor dashboards and tools to review user activity, including identification processes, and take action on flagged cases.Track, document, and report on customer interactions, ensuring transparency and alignment with support and operational goals.Present weekly and monthly status reports with actionable insights and recommendations.
- Manage users through the internal back office system, including but not limited to: Tracing and resolving missing or pending transactions. Issuing new accounts or cards and managing frozen accounts. Managing user account limits, refunds, and onboarding processes.
