AgencyAnalytics

Customer Support Specialist

AgencyAnalytics

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇪 Ireland

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Job Level

Mid-LevelSenior

About the role

  • Deliver best-in-class live chat customer support in a timely manner
  • Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
  • Apply critical thinking to troubleshoot technical issues
  • Collaborate with Product and Engineering teams to resolve issues/bugs
  • Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
  • Ensure customers are well-supported and educated at every interaction
  • Provide professional and friendly insights to customers when solving their problems
  • Contribute to the success of our department by suggesting improvements to our processes and our product
  • Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers every step of the way

Requirements

  • You have experience in a similar customer support role for a SaaS (Bonus if B2B)
  • You have advanced written communication skills
  • You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
  • You have excellent rapport-building ability with both customers and teammates
  • You’ve got a proven track record of meeting or exceeding common customer support metrics
  • You have the ability to multitask and handle multiple customer inquiries simultaneously via chat
  • You’re strong at problem-solving, and you have the ability to think critically when addressing tasks
  • You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
  • Bonus points if you have experience with SEO and/or digital marketing, including common digital marketing channels

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportproblem-solvingcritical thinkingmultitaskingSaaSB2BSEOdigital marketing
Soft skills
written communicationemotional intelligencerapport-buildingempathytactfulnessdiplomacyproactive approachcollaboration