Remote SaaS Support Specialist — Customer Experience

Placements24; Riverton (UT); Remoto; USD 42.000 - 64.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Retirement savings

Online training

Work-from-home flexibility

Annual performance bonus

Resumo da vaga

Placements24 is seeking a Customer Support Specialist for a fully remote role. You will be the primary contact for customers, addressing inquiries, guiding product usage, and troubleshooting issues to ensure smooth user experiences.

In this remote position, you will handle email, chat, and phone, maintain records, gather feedback, and collaborate with Tech Support and Product teams to improve service. A strong emphasis on empathy, clear communication, and independent time management is essential.

Qualificações

• Proven experience in a customer support or client service role, preferably in a tech or digital environment.
• Excellent written and verbal communication skills, with a clear and concise tone.
• Strong problem-solving abilities and technical aptitude.
• Proficiency with customer support software (e.g., Zendesk, Intercom) and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.
• High level of empathy, patience, and a customer-centric mindset.
• Must have a dedicated home office space and a reliable, high-speed internet connection.
• Experience with SaaS products is a significant advantage.
• Adaptability and willingness to learn new technologies and processes.

Responsabilidades

• Provide timely and professional customer support via email, chat, and phone.
• Resolve customer inquiries, technical issues, and complaints effectively.
• Assist users with onboarding, feature utilization, and troubleshooting.
• Maintain accurate records of customer interactions and resolutions in the support system.
• Gather customer feedback to identify areas for product and service improvement.
• Collaborate with internal teams (e.g., Technical Support, Product Development) to address complex issues.
• Contribute to the creation and maintenance of customer-facing knowledge base articles.
• Ensure adherence to company service level agreements (SLAs).

Conhecimentos

Communication

Problem-solving

Remote work

Time management

Empathy

Ferramentas

Zendesk

Intercom

CRM systems

Descrição da vaga

Placements24 is seeking a Customer Support Specialist for a fully remote role. You will be the primary contact for customers, addressing inquiries, guiding product usage, and troubleshooting issues to ensure smooth user experiences.

In this remote position, you will handle email, chat, and phone, maintain records, gather feedback, and collaborate with Tech Support and Product teams to improve service. A strong emphasis on empathy, clear communication, and independent time management is essential.