Prokeep

Customer Support Representative

Prokeep

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $55,000 per year

Job Level

Junior

About the role

  • Serve as the primary point of contact for inbound customer support inquiries via phone and email, delivering timely and accurate resolutions.
  • Troubleshoot platform issues by diagnosing problems, identifying root causes, and providing clear guidance to customers or escalating to the appropriate internal team.
  • Accurately log all customer interactions, issues, and resolutions in HubSpot to maintain visibility across the Customer Success organization.
  • Identify trends in customer issues and escalate recurring problems or product feedback to the product and engineering teams.
  • Partner with Customer Success Managers to flag at-risk accounts and ensure seamless handoffs when issues require deeper relationship engagement.
  • Contribute to the development and maintenance of support documentation, help center articles, and internal knowledge base resources.
  • Meet or exceed defined support SLAs and individual performance metrics including response time, resolution time, and customer satisfaction scores.
  • Act as a product expert, maintaining a deep understanding of the Prokeep platform to provide accurate, confident guidance to customers.
  • Represent the voice of the customer internally, advocating for product improvements based on direct feedback from your interactions.

Requirements

  • 1+ years of experience in a customer support role in a SaaS or technology organization.
  • Ability to work Monday thru Friday, 9 AM - 5 PM Eastern Time.
  • Familiarity with HubSpot or similar CRM/support ticketing tools.
  • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
  • A self-starter approach to tooling and efficiency, with interest in understanding how support platforms, automation, and AI can eliminate friction for both customers and internal teams.
  • Demonstrated ability to manage a high volume of inquiries while maintaining quality and attention to detail.
  • A proactive, solutions-oriented mindset with a genuine desire to help customers succeed.
  • Ability to learn new technologies quickly and adapt in a fast-paced, rapidly evolving startup environment.
  • Strong organizational skills and the ability to effectively prioritize competing tasks.
  • Experience working in or with the wholesale distribution or construction industry is a plus.
Benefits
  • Competitive Compensation: Reflecting your expertise and impact.
  • Equity Package: Your success is our success—share in the growth you’ll help create.
  • Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP).
  • Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits.
  • Continuous Growth: Yearly education stipend to support your professional development.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttroubleshootingproblem diagnosissupport documentationSaaStechnical concepts explanationautomationAIperformance metricscustomer satisfaction
Soft Skills
strong communicationself-starterproactive mindsetsolutions-orientedattention to detailorganizational skillsability to prioritizeadaptabilitycustomer advocacyrelationship management