Embrace Software Inc

Customer Support Representative

Embrace Software Inc

full-time

Posted on:

Location Type: Remote

Location: Anywhere in North America

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner.
  • Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
  • Demonstrates proficiency in brand voice, product knowledge, and common issues.
  • Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively.
  • Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication.
  • Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment.
  • Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
  • Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures.
  • Assist with outbound customer outreach and special projects as needed.
  • Resolves high-volume requests with speed and accuracy.
  • Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

Requirements

  • Bachelor's degree in Engineering or a related field.
  • At least 1 or more years of customer service experience, preferably supporting software or SaaS solutions.
  • Knowledge of Freshdesk or similar ticketing systems preferred.
  • Comfortable using multiple web-based systems simultaneously.
  • Familiarity with AI-assisted tools for response drafting, ticket tagging, or knowledge retrieval a plus.
  • Comfortable Knowledge of customer services ethics, principles, and procedures.
  • Proficiency in administrative and documentation procedures.
  • Reliable, with strong time management and accountability.
  • Ability to work flexible hours when needed (as early as 5am PST and as late as 5pm PST Monday - Friday (8hrs/day)).
Benefits
  • Competitive salary commensurate with experience.
  • Opportunities for career advancement and professional development.
  • Experience collaborating with a diverse, global team within a remote work setting.
  • Comprehensive Health Benefits to support your wellbeing and peace of mind.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer servicetroubleshootingadministrative proceduresdocumentation procedurescritical thinkingknowledge retrievalticket taggingSaaS solutionsweb-based systemsFreshdesk
Soft Skills
communication skillsattention to detailteamworkautonomytime managementreliabilityproblem-solvingadaptabilitypatienceprofessionalism
Certifications
Bachelor's degree in Engineering