Experienced Customer Support Representative

Job description

• Business-to-business customer and technical support handling calls, text messages, and emails
• End-to-end problem resolution approach to customer service
• Proactively reach out to customers through outbound calls to resolve complex cases
• Confidently guide customers through the steps to resolve issues
• Coordinate with different departments to resolve cases promptly
• Understand the app and perform troubleshooting steps to determine the cause of the problems
• Log Jira tickets when a case is proven to result in a bug upon testing
• Upsell services when the issue is already out of the normal Customer Support Scope

Qualifications:

• At least 5 years of Customer Support experience with SaaS background (preferred, not required)
• Strong experience in app or software troubleshooting with a focus on overall customer satisfaction
• “Can do” attitude
• Strong experience in handling outbound and scheduled calls
• Upsell/Sales experience is a PLUS
• Fluent in English with excellent grammar and a neutral accent
• Experience in using Jira/Zendesk or any ticketing tool