Customer Support Representative II - LeadSimple Inc. ( Remote)

Ghanapose; Plainfield (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Customer Support Rep II to join their dynamic team. In this role, you will provide advanced technical support, focusing on troubleshooting and resolving complex customer issues. You'll foster strong relationships with clients, ensuring their success with the product. This position offers a supportive environment where you can thrive, with competitive salaries and a range of enticing perks. If you're passionate about customer satisfaction and eager to make a difference, this opportunity is perfect for you!

Benefits

8 Company Holidays + Week off at Christmas

Unlimited PTO

1 Volunteer day

Birthday lunch

Monthly Healthcare Allowance

Monthly WFH Allowance

Yearly Vacation Allowance

Fun work environment

Mission driven company culture

Qualifications

• Proficient in troubleshooting Tier 2 support issues.
• Experience in B2B SaaS is preferred.

Responsibilities

• Assist customers by providing advanced technical support.
• Cultivate strong relationships with clients through professional communication.

Skills

Troubleshooting Tier 2 support issues

Effective communication with technical teams

Problem resolution

Customer-centric approach

Emotional maturity

Learning new technology

Education

2-5 years of experience in customer support

B2B SaaS experience (preferred)

Job description

We are currently hiring globally for this role, with the exception of the US.

Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?

LeadSimple is a leading SaaS company dedicated to helping property managers streamline their communications, operations, and growth. Founded in 2013, LeadSimple offers a comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform tailored specifically for the property management industry. Our mission is to tame small business chaos by providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth.

Joining LeadSimple means becoming part of a dynamic and innovative team that is dedicated to helping property managers succeed. Employees at LeadSimple benefit from a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits.

Role Summary

The mission of the Customer Support Rep II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Rep I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption.

Expectations for your first 90 days:

• Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously.
• CSR will respond to customer inquiries and own the outcome.
• Equal contributor of workload responsibilities.
• We expect each team member to update or write at least one help article per month.
• Customer Obsession - Maintain high CSAT Score of 96.0%

A day in the life of…

• Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
• Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
• Consultative Expertise: Possesses a deep understanding of LeadSimple's capabilities, effectively communicating this to clients.
• Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.

Benefits:

• 8 Company Holidays + Week off at Christmas
• Unlimited PTO
• 1 Volunteer day with the organization of your choice
• Birthday lunch on us
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome driven work environment with a smart, hard working team
• Mission driven company and values-based culture

Please only apply if you:

• Are proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams.
• Embrace learning new technology
• Learn fast
• Communicate crisply
• Proactively seek solutions
• Own the outcome
• Embody emotional maturity
• Bring an optimistic “can do” attitude
• Supply your own internet and smartphone
• 2-5 years of experience
• Have B2B SaaS experience (preferred)

If you think you would thrive in the above environment and make an impact for our customers, we’d love to talk to you!

**NOTE: We are only accepting applications outside of the US that can work in North America time zones.

How To Apply

Interested and qualified candidates are encouraged to submit their application through the company’s official website.