Nitrogen

Customer Support

• Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone.
• Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight).
• Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution).
• Develop ways to reduce or deflect the number of tickets we process.
• Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting).
• Provide valuable product ideas to the product team. You are the “voice of the customer.” (product idea submissions)
• Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention).
• Discover growth opportunities and work with teammates in Sales and Customer Success (net retention).
• Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars).
• Train and mentor new Customer Support Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).

Customer Support Representative