Customer Support Representative

Knowify; United States; On-site; USD 40,000 - 60,000; Full time

Job summary

A rapidly growing software company in the United States is seeking a Customer Support Specialist to manage front line support through email, live chat, and phone. Ideal candidates will have 2+ years of SaaS support experience, preferably in Construction Technology. This opportunity requires effective communication and the ability to engage with customers to enhance their experience.

Qualifications

• 2+ years of successful SaaS software support experience.
• Experience preferably in the Construction Technology industry.
• Proven ability to communicate effectively via screenshare, telephone, and email.

Responsibilities

• Manage incoming support tickets/emails from clients.
• Engage with customers via live chat, email, and phone.
• Provide feedback to Product and Marketing teams.

Skills

Effective communication

Customer support experience

Experience with help desk software

Education

BA/BS

Tools

Zendesk

Job description

Role Overview

Customer Support Specialists at Knowify are responsible for managing front line support with the customer base through email, live chat, and phone, while working hand-in-hand with other internal teams to provide the best possible customer experience.

A strong candidate for this role will have prior experience in a similar role at a software company. We will also consider candidates with several years’ experience in the construction industry and/or a general knowledge of accounting software.

Construction knowledge or experience is a big plus, but not required. This position offers a unique opportunity for those who seek individual recognition and want to work for a rapidly growing company in an entrepreneurial, team-based environment.

Responsibilities

• Manage incoming support tickets/emails from Knowify's client base
• Engage with the customers via live chat, email, support tickets, and phone
• Engage with the company’s Customer Success team to ensure smooth handoff for customers in need of training/upgrades
• Provide feedback to the Product and Marketing teams to help improve overall business performance

Ideal Candidate Profile

• BA/BS
• 2+ years of demonstrated successful SaaS software support, preferably in the Construction Technology industry
• Proven ability to communicate effectively via screenshare, telephone, and email with customers
• Experience with help desk software such as Zendesk

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Software Development