Remote SaaS Customer Success Specialist

Jobgether; EE. UU.; A distancia; USD 52.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical and vision insurance

401(k) retirement plan

Paid time off (PTO)

Descripción de la vacante

Jobgether, in partnership with a client company, is seeking a Customer Success Representative to support customers remotely in the United States. The role combines onboarding, training, and technical troubleshooting to ensure customers achieve their business goals with our SaaS solutions.

You will work with management and product teams to resolve issues, guide new users, and drive product adoption while maintaining a high level of customer satisfaction.

Formación

• Experience in a customer service or call center environment.
• Strong problem-solving skills and the ability to investigate issues and follow through to resolution.
• Excellent verbal and written communication skills, with a professional and customer-oriented approach.
• Ability to work independently and take initiative in a remote team environment.
• Experience with customer support ticketing systems such as Zendesk is preferred.

Responsabilidades

• Respond to incoming customer inquiries and accurately document interactions and customer information in the support database.
• Communicate with customers in a friendly, professional, and attentive manner, understanding their concerns and providing effective solutions.
• Troubleshoot reported software issues by reproducing errors, reviewing system logs, and using diagnostic methods.
• Collaborate with management and software development teams to resolve bugs and improve ticket resolution processes.
• Guide new customers through software setup and customization sessions using screen-sharing tools.
• Train system administrators and end users to ensure effective use of the software.
• Re-engage customers with low activity and encourage stronger product adoption.
• Stay informed about new products, services, features, and policies to provide accurate support.
• Use available resources and tools to manage multiple requests efficiently and maintain high service standards.

Conocimientos

Customer service

Problem-solving

Multitasking

Communication

Time management

Attention to detail

Independence

Collaboration

Documentation

Herramientas

Zendesk

CRM platforms

Zoom

Microsoft Teams

Descripción del empleo

Jobgether, in partnership with a client company, is seeking a Customer Success Representative to support customers remotely in the United States. The role combines onboarding, training, and technical troubleshooting to ensure customers achieve their business goals with our SaaS solutions.

You will work with management and product teams to resolve issues, guide new users, and drive product adoption while maintaining a high level of customer satisfaction.