Support Agent – High-Volume

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🕒 vor 3 Monaten

🌽 Illinois, Maryland – Remote

🌽 Illinois – Remote 🦀 Maryland – Remote

💵 €50.000 - €55.000 / Jahr

⏰ Vollzeit

🟢 Junior

🟡 Mittelstufe

💝 Kundenservice

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Leap

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2016

☁️ SaaS

🤝 B2B

SaaS • B2B

Leap ist eine SaaS-CRM und eine In-Home-Verkaufsplattform, die speziell für Dachdecker, Renovierer und andere Bauunternehmer im Wohnbau entwickelt wurde. Sie optimiert Kostenschätzungen, Angebote, dynamische Verträge, Zahlungsabwicklung, Subunternehmer- und Kundenportale sowie Workflows im Außendienst. Zudem integriert sie sich nahtlos mit Partnern wie QuickBooks, GreenSky, EagleView und Angi. Leap richtet sich an B2B-Kunden (Dachdecker, Renovierer, Fenster- & Türbauer, HVAC, Klempner und Generalunternehmer), um ihnen zu helfen, mehr Aufträge zu gewinnen, zu verwalten und auszubauen.

Beschreibung

• Provide timely, professional, and accurate responses to clients via phone, email, and chat. • Document all customer interactions and case details within the case management system. • Submit and document bug reports or product issues within Jira as appropriate. • Collaborate with Product and Engineering teams when escalation is required. • Manage personal case queue and prioritize tickets in accordance with SLAs. • Guide customers on product features, best practices, and workflows to drive successful product adoption. • Identify recurring issues, trends, and product feedback and communicate insights to internal stakeholders. • Contribute to and maintain internal knowledge base articles, FAQs, and troubleshooting documentation. • Develop product expertise and support cross-functional teams as knowledge grows. • Assist in onboarding and training initiatives as experience and expertise develop. • Meet or exceed defined support performance metrics, including response time, resolution time, ticket quality, and customer satisfaction (CSAT).

🎯 Anforderungen

• 2–3 years of experience in a client-facing support role (phone, email, or chat). • 2–3 years of experience supporting or troubleshooting web-based or SaaS applications. • Fluency in English required; Spanish fluency strongly preferred. • Demonstrated empathy, patience, and ability to remain calm under pressure. • Strong technical, analytical, and troubleshooting skills. • Outstanding attention to detail and accuracy. • Ability to manage and prioritize multiple tasks simultaneously. • Working knowledge of CRM, ticketing, or customer support platforms (e.g., Salesforce, Zendesk, Jira) preferred. • Basic understanding of SaaS applications, browser troubleshooting, and system configurations preferred. • Bachelor’s degree or equivalent experience preferred.

🏖️ Vorteile

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date. • Invest in Your Future – 401(k) company match to help you build financial security. • Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays. • Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges. • Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more! • MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you! • Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!