Customer Support Representative
Minga London
full-time
Posted on:
Location Type: Hybrid
Location: Kelowna • Canada
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Salary
💰 CA$50,000 - CA$55,000 per year
About the role
- Respond promptly to customer inquiries and provide accurate information about Minga’s product and service
- Assist customers in troubleshooting technical issues
- Guide customers through product features and functionalities Including hosting live online training sessions
- Resolve customer complaints or concerns in a timely and professional manner, aiming for customer satisfaction
- Document customer interactions and resolutions accurately in Hubspot
- Collaborate with cross-functional teams such as product and sales to escalate and resolve complex issues
- Proactively identify patterns in customer inquiries or feedback and suggest improvements to product or support processes
- Stay up-to-date with product updates, new features, and industry trends to better assist customers
- Provide feedback to the product team based on customer interactions to improve usability and functionality
- Participate in ongoing training and professional development activities to enhance product knowledge and customer service skills
- Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
Requirements
- 1-2 years relevant technical customer support experience
- Experience working in a SaaS environment
- Experience with 1:1 virtual support
- Working knowledge of zoom and managing multiple timezones
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor
- Experience in handling customer inquiries via various channels such as email, chat, and phone
- Strong problem-solving abilities to efficiently resolve customer issues and inquiries
- Experience using a CRM (we use Hubspot)
Benefits
- Health, dental, and vision benefits for you & your family
- Mental health and wellness support
- Flexible PTO (vacation + personal days)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical customer supporttroubleshootingcustomer serviceproblem-solvingSaaS experience1:1 virtual supportcustomer inquiries handlingKPI management
Soft skills
communication skillsprofessional demeanorcollaborationcustomer satisfaction focusproactive feedbacktraining and development