Product Customer Support Agent II
Casebook PBC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $62,000 per year
Job Level
JuniorMid-Level
About the role
- Provide thoughtful, personalized communication to explain how our product works and help troubleshoot issues via chat, email, and virtual meetings (Zoom/Google Meet).
- Effectively resolve customer inquiries in a considerate and timely manner while managing a fast-paced ticket queue.
- Investigate, replicate, and document customer issues clearly and concisely so that Product and Engineering can fully understand and resolve them.
- Identify when issues need to be escalated, and ensure escalation includes complete details (steps to reproduce, screenshots, system/browser details).
- Document fixes, troubleshooting steps, and best practices in Confluence, contributing to both customer-facing knowledge base articles and internal documentation.
- Create and maintain reusable snippets of response copy to keep customer communication consistent and efficient.
- Build and deepen product knowledge by using the Casebook platform daily and staying current with new features and releases.
- Collaborate with teammates to share knowledge, contribute to team goals, and support continuous improvement in processes and customer experience.
Requirements
- College degree or equivalent professional experience preferred
- 2+ years of experience in customer support
- You care deeply, genuinely, and passionately about customer support and about the role it plays in making our customers and company successful.
- You have prior experience doing live customer support by chat and ticketing systems (like Hubspot and Zendesk), and you know how to do it well.
- You understand the web and how it works.
- You know when something is over your head and are not afraid to ask for help.
- You are skilled at explaining technical problems succinctly and clearly.
- Strong organizational skills with the ability to manage multiple projects and priorities.
- Ability to work independently and as part of a team.
- Excellent communication skills, both verbal and written.
Benefits
- Salary + Equity + Benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttroubleshootingdocumentationticketing systemslive customer supporttechnical problem explanationproject managementknowledge base article creationresponse copy creation
Soft skills
communicationorganizational skillsteam collaborationindependencecustomer empathyproblem-solvingattention to detailtime managementadaptability
Certifications
college degree