Customer Support Representative

Fieldguide

Customer Support Representative at Fieldguide providing technical support and enhancing user experience on their platform. Advocating for customer needs and assisting with onboarding and retention.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $52,000 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude.
Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. Troubleshoot problems via email, phone, or chat, ensuring a quick resolution of any software problems, login issues, or user errors.
Enhance user experience: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential.
Advocate for the customer: Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop.
Bolster onboarding and retention: Assist in customer database setup and template creation to ensure a world-class client experience.
Maintain knowledge base: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service.

Requirements

What you’ll need

1 - 3 years of customer support experience, ideally gained within an Enterprise Software as a Service (SaaS) company, demonstrating a commitment to delivering exceptional service and support.
You are a team player and are mission-first.
Hands-on experience in a high-growth startup. Strong communication and problem-solving skills are essential, with a focus on effectively assisting and advising customers through complex issues.
Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight.
Nice to have: Familiarity with the integration of merge tags in Microsoft Office applications is desirable.

Benefits

Comp & perks

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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingcustomer database setuptemplate creationuser experience enhancementSaaS

Soft Skills

communicationproblem-solvingteam playercustomer advocacyownershippositive attitude