Customer Support Associate - Enterprise SaaS (HappyFox)

HappyFox; Town of Texas (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay (base + performance)

Health Insurance, Dental, Vision and Life Insurance

Paid Vacation

Casual and high energy work environment

Job summary

HappyFox is seeking a Customer Support Specialist to provide timely and effective support to our enterprise clients. The role involves diagnosing and resolving complex technical issues, collaborating with various internal teams, and enhancing customer self-service options.

Candidates should have 2-5 years of experience in customer support, particularly within the B2B SaaS industry, along with strong communication and problem-solving skills. We offer competitive pay, health benefits, and a dynamic work environment.

Qualifications

• 2-5 years of experience in a customer support role, preferably in B2B enterprise SaaS.
• Technical aptitude with the ability to learn new software and technologies quickly.
• Proficiency with REST APIs and integration technologies.

Responsibilities

• Deliver timely and effective support to enterprise clients through various channels.
• Diagnose and resolve complex technical issues related to the platform.
• Collaborate with internal teams to address escalated issues.

Skills

Customer support experience

Technical troubleshooting

Communication skills

Problem-solving abilities

Workflow automation

REST APIs knowledge

Tools

Ticketing systems

CRM software

Job description

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 offer 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 HappyFox platform best practices.
• Acquire and maintain an in-depth understanding of the HappyFox 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 customer support tools.
• Demonstrated technical aptitude with a proven ability to learn and adapt to new software and technologies quickly.
• Outstanding communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly and effectively.
• Excellent problem-solving and analytical abilities, with a keen attention to detail.
• Ability to thrive independently and collaboratively in a dynamic, fast-paced environment.
• Positive attitude, empathy, and a genuine commitment to ensuring customer success.
• Proficiency with REST APIs, webhooks, and other integration technologies is required.
• Familiarity with ITIL or similar IT service management frameworks is a plus.

Benefits

• Competitive pay (base + performance) with growth opportunity within the company
• Casual and high energy work environment where you could see your ideas win
• Health Insurance, Dental, Vision and Life Insurance
• Paid Vacation