Customer Support Specialist (SaaS Product) vacancy at SimpleTexting
General overview of the role
We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience at a B2B tech company is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you'd be the heart and soul of SimpleTexting.
You're a superhero, but with a computer instead of a cape. You'll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues
Participate in writing excellent help documentation—both for internal use and for our customers
Log tickets with the development team and escalate appropriately based on the impact of the issue
Become a SimpleTexting power user—before you can support others, you must know the product yourself
You'll work weekends as part of a regular rotation with the rest of the customer success team
At least 1 year of experience working with customers, preferably in SaaS
Familiarity with chat (Intercom) and CRM platforms
You can translate technical ideas for non-technical audiences
Ability to learn new software platforms quickly
English is your primary language. Secondary languages are a plus.
Demonstrable critical thinking, communication, and creative problem-solving skills
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Skills considered as a good plus
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
You’ve worked in SaaS
Perks & Benefits
Compensation commensurate with your proven abilities
Unlimited flexible time-off policy