Customer Support Associate

HappyFox; Southlake (TX); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation

Growth Opportunities

Casual Work Environment

Job summary

An innovative company is seeking a Customer Support Associate to enhance client satisfaction through effective support and technical expertise. In this role, you will provide timely assistance to enterprise clients, troubleshoot complex issues, and collaborate with internal teams to improve customer experiences. With a focus on workflow automation and a commitment to customer success, this position offers a dynamic environment where you can grow your skills and make a significant impact. Join a team that values positivity and collaboration while enjoying competitive pay and comprehensive benefits.

Qualifications

• 2-5 years of experience in customer support within B2B SaaS.
• Proven expertise in troubleshooting configurable software platforms.

Responsibilities

• Deliver timely support to clients through various channels.
• Diagnose and resolve technical issues related to the platform.

Skills

Customer Support

Troubleshooting

Workflow Automation

Communication Skills

Problem-Solving

Technical Aptitude

REST APIs

Attention to Detail

Tools

Ticketing Systems

CRM Software

Job description

Join to apply for the Customer Support Associate role at HappyFox.

HappyFox is a fast-growing SaaS customer support platform. At HappyFox, Inc., it is all about bringing the happiness quotient to support teams. We offer cloud-based Helpdesk, Live Chat, and Enterprise AI Chatbot solutions. We provide competitive salaries and a high-energy work environment with opportunities to grow. To learn more about our company, visit our website at www.happyfox.com.

Responsibilities:

• Deliver timely and effective support to enterprise clients through phone, tickets, and chat.
• Diagnose and resolve complex technical issues related to workflow automation, integrations, and configurations within the HappyFox platform.
• Assist customers in the setup, configuration, and adoption of best practices for the HappyFox platform.
• Acquire and maintain an in-depth understanding of the platform’s features and capabilities.
• Collaborate with internal teams, including product development and engineering, to address escalated issues and relay customer feedback.
• Develop and update knowledge base articles and other support documentation to empower customers and enhance self-service options.
• Proactively identify potential customer issues and implement preventive measures to reduce escalations.
• Consistently meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.

Requirements:

• 2-5 years of experience in a customer support role, preferably within the B2B enterprise SaaS industry.
• Proven expertise in troubleshooting and supporting configurable software platforms.
• Strong understanding of workflow automation principles and experience in configuring automated workflows.
• Hands-on experience with ticketing systems, CRM software, and other support tools.
• Demonstrated technical aptitude with the ability to learn and adapt quickly to new software and technologies.
• Outstanding communication skills, both written and verbal, to articulate complex technical concepts clearly.
• Excellent problem-solving and analytical abilities with keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Positive attitude, empathy, and a genuine commitment to customer success.
• Proficiency with REST APIs, webhooks, and integration technologies.
• Familiarity with ITIL or similar IT service management frameworks is a plus.

Additional benefits include competitive pay (base + performance), growth opportunities, a casual and energetic work environment, health insurance, dental, vision, life insurance, and paid vacation.

Seniority level:

• Mid-Senior level

Employment type:

• Full-time

Industry:

• Software Development