Customer Support Specialist
Beyond
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Providing thoughtful, empathetic, and personalized email and chat communication to multilingual Beyond users
- Acting as the first point of contact for all technical support questions for our largest customers
- Responding to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers' needs are met in a timely manner
- Documenting learnings to assist troubleshooting efforts of other team members
- Troubleshooting integration-related questions and inquiries
- Managing the requests/questions of our clients in a timely manner adhering to SLA policies
- Proactively create expert customer content (e.g. support center articles, videos, webinars) to guide our customers
- Further developing customer support processes as our customer base continues to grow
Requirements
- Willing and able to work Monday - Friday in PST timezone
- Fluent in English, both written and verbal - clear, concise, and effective written and oral communication skills
- Located in India, preferably Bangalore
- 2+ years of experience working in Customer Support or Service
- Experience working for a U.S. based company
- Experience working at a SaaS company
- A passion for outstanding customer support and the role it plays in making the larger team successful
- Strong communication skill and experience communicating difficult, technical concepts with customers in a professional and thoughtful way
- Experience balancing multiple tasks and customer needs simultaneously and able to prioritize your workday independently
- Ability to handle working in a fast-paced work environment
- Experience working with software and the ability to learn a wide variety of tools
- Experience with Kustomer, Jira, Slack
- Familiarity with Property Management Systems and/or the vacation rental market a plus
Benefits
- stock options
- unlimited PTO
- private health insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical supporttroubleshootingintegrationSaaSmultilingual communicationcontent creationprocess developmentescalation processSLA adherence
Soft skills
empathetic communicationclear communicationeffective communicationproblem-solvingtime managementprioritizationadaptabilityteam collaborationcustomer focusprofessionalism