Job Level
Junior
About the role
- Troubleshoot and Resolve Customer Issues (approx. 60%): Serve as the first point of contact for customers, handling technical issues efficiently and accurately via email, chat, and phone calls.
- Collaborate Cross-Functionally (approx. 25%): Work closely with internal teams such as Growth, Implementation, Engineering, and Finance to ensure timely resolution of complex issues and escalations, serving as a key communication link between departments.
- Foster Customer Trust and Satisfaction (approx. 25%): Proactively follow up with customers to ensure their issues are fully resolved, strengthening trust and ensuring high-quality, timely support.
- Contribute to Process Improvement (approx. 5%): Look into logs and use technical tools like JSON to identify the root cause of issues, and proactively suggest improvements to support workflows to enhance the overall customer experience.
- Handle urgent customer issues and escalations to ensure timely and efficient coverage for our customers.
Requirements
- 1+ years of experience in technical support, customer support, or a similar role, preferably within a SaaS environment.
- Excellent written and verbal English, with great communication skills and the ability to handle complicated customer issues professionally and empathetically. Additional languages are a plus.
- Strong critical thinking and creative problem-solving skills, with the ability to troubleshoot challenging issues and find solutions.
- A strong sense of ownership to ensure tickets are followed up on and resolved, with the confidence to be self-driven and manage workload efficiently.
- Strong collaboration skills to work effectively across teams and contribute to shared goals.
- Ability to work with technical tools and concepts, with an understanding of when to escalate complex issues to engineering or product teams.
- Applicants must possess the legal right to work in the country where the role is based.