Customer Support Representative

🔥 20 hours ago

🇺🇸 United States – Remote

💵 $50k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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📋 Description

• Deliver friendly, professional customer support through phone and email • Troubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows • Manage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication • Investigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems • Document troubleshooting findings and escalate issues through appropriate tools and processes, including Jira • Partner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact • Prioritize customer inquiries based on urgency, business impact, and established support expectations • Help customers understand product functionality and recommended troubleshooting steps • Maintain accurate case notes, customer communications, and issue documentation • Review existing support documentation for accuracy and contribute updates when needed • Identify recurring customer challenges and share feedback that may improve the product or support experience • Support customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues • Develop product expertise through training, hands-on troubleshooting, and collaboration with teammates

🎯 Requirements

• Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience • 3+ years of customer-facing SaaS technical support experience • Experience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities • Ability to investigate customer issues, gather relevant information, and communicate findings clearly • Strong customer service skills, with demonstrated patience, empathy, and professionalism • Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers • Strong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation • A proactive approach to issue ownership, follow-up, and customer satisfaction • Ability to collaborate with technical and nontechnical teams to resolve customer concerns • Willingness to learn new systems, processes, and product functionality • Eastern Standard Time coverage preferred

🏖️ Benefits

• Medical, dental, and vision insurance options • 100% Employer paid short/long term disability • Basic Life • 401(k) option with 100% company match up to 4% • Flexible paid personal/vacation time built on mutual trust and accountability • 10 sick days annually • 10 company paid holidays • 6 weeks paid parental leave • Pet Insurance • Medical Travel Benefits • Infertility Benefits • Teladoc • Employee Assistance Program • Wellness Benefits & Engagement Platform • Discretionary bonuses • Long-term incentives

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