EverWell - Customer Support Specialist (Remote, Australia)

EverCommerce Solutions; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

EverCommerce is seeking a Customer Support Specialist for the Timely product to deliver fast, professional, human support via phone, email, chat and social media. The role emphasizes confident live troubleshooting and communicating solutions clearly to customers in a SaaS environment.

You will troubleshoot live issues, translate technical language into plain English, and showcase Timely's value while collaborating with a global team to ensure customer success.

Qualifications

• Requires SaaS technical support experience.
• Experience communicating solutions across multiple channels.
• Ability to translate technical language to non-technical audiences.

Responsibilities

• Communicate with customers by phone, email, chat, and social media to deliver solutions.
• Troubleshoot live issues and guide customers to a resolution.
• Identify opportunities to demonstrate additional value of the Timely platform.
• Collaborate with the global support team to improve Timely support processes.

Skills

Communication

Live troubleshooting

Empathy

Problem solving

Plain English

Time management

Tools

Zendesk

Slack

Job description

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values https://careers.evercommerce.com/us/en

This is where you come in!

As a Customer Support Specialist for our Timely product, you will work as part of a dedicated and focused global support team. You'll deliver a fast, professional, high-quality and authentically human support experience to our customers. We will be there on the sidelines working together to cheer on our customers as they seek to master the Timely platform to make their businesses successful.

What you'll do

• You will communicate by phone, email, chat and social media, and enjoy the challenge of delivering solutions over these channels. Confidence in live troubleshooting over the phone is a must, as the majority of our interactions take place via calls.
• Putting your detective hat on to ask questions, investigate a problem and find a solution comes naturally to you. You are confident in navigating the ambiguity of not knowing all the answers but using your troubleshooting and questioning skills to lead you to the cause of the problem.
• You'll help identify opportunities to demonstrate additional value of the Timely platform to our customers and don't settle for the status quo; you focus on continuous growth and look for ways to improve how we can deliver support at Timely.
• You understand what it means to go the extra mile and empower our customers to use technology every day to run their businesses. As a team, we understand that we succeed by working together, using our initiative and learning from each other.

What you will need to be successful

• You have technical support experience at another SaaS company - and if you have experience in the beauty and wellness industry then even better!
• You're a naturally gifted communicator with confidence in resolving issues live over the phone and have outstanding writing skills.
• You're able to translate tech language into plain English.
• You handle stressful situations with clarity, compassion and great judgement.
• Your natural working mode is proactive, quick, precise and empathic. You love investigating problems and delivering solutions and value to customers.
• You thrive without micromanagement and are comfortable with rostered work hours to support customers over the phone.
• You have experience with contemporary support software such as Zendesk and productivity apps such as Slack.

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