GenLogs

Customer Support Representative

GenLogs

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Develop a deep understanding and expertise of our platform and customer base
  • Respond to user questions and issues with urgency, clarity, and empathy via email/chat and occasionally Google Meet
  • Troubleshoot and resolve customer issues by guiding them through workflows and identifying user errors vs. product bugs
  • Build out and maintain customer- and internal-facing knowledge base
  • Document and take detailed notes in our support ticketing system
  • Following up daily on tickets to ensure the customer is taken care of as quickly as possible
  • Provide basic technical support, escalating more complex problems to our Engineering team as needed
  • Collaborate with Sales, Customer Success, and Product to translate user feedback into scalable solutions
  • Assist Customer Success Managers in day to day support of users
  • This may include user onboarding, training, and ongoing office hours to user success

Requirements

  • Experience in customer support
  • Project coordination
  • Excellent written communication and documentation skills
  • High ownership and follow-through in driving issues to resolution
  • Attention to detail and accuracy
  • Empathy, patience, and a positive attitude
  • B2B SaaS experience preferred but not required
  • Transportation or Insurance experience preferred but not required
Benefits
  • Healthcare
  • Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
  • Employer contribution towards premiums of optional higher-end plans
  • Unlimited PTO
  • Sick leave
  • Company holidays (GenLogs observes all federal US Government holidays)
  • Flexible leave for caregiving and medical needs
  • Paid parental leave
  • Budget availability for approved professional development courses, certifications, and training
  • 100% travel reimbursement for all approved company travel and spending
  • 401(k) plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportproject coordinationtechnical supportuser onboardingdocumentationtroubleshootingworkflow guidance
Soft Skills
written communicationattention to detailempathypatiencepositive attitudehigh ownershipfollow-through