Remote Customer Support Agent

Summary

Join our rapidly growing SaaS company as a dedicated Customer Support Agent to provide exceptional customer support through various channels, handle customer inquiries and issues efficiently, document customer interactions, and collaborate with the Product and Development teams.

Requirements

• Previous experience in a customer support role, specifically supporting SaaS platforms
• Strong communication skills (ability to question, clarify, empathise, use appropriate tone + language, personable)
• Exceptional English communication skills, both written and verbal
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Intercom, etc.)
• Ability to conduct support calls over the phone and via Zoom
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Resourceful and creative in finding solutions to customer issues
• Ability to troubleshoot and utilise resources to answer questions on baseline topics
• Ability to work independently in a remote environment

Responsibilities

• Provide exceptional customer support through various channels, including Intercom chat, email, phone, and Zoom
• Handle customer inquiries and issues efficiently, ensuring timely resolution
• Document customer interactions and maintain accurate records
• Use the ShiftCare platform to support customers, drawing from personal experience with the product
• Collaborate with the Product and Development teams to provide feedback and help improve our offerings
• Maintain a high standard of professionalism and empathy in all customer interactions
• Stay updated on ShiftCare product updates and industry trends to offer informed assistance

Benefits

• Supportive Team Environment : We are a fun, close-knit team that supports each other
• Customer-Centric Approach : We focus on building long-lasting relationships with our customers
• Growth and Momentum : Our team contributes to the rapid growth of ShiftCare by ensuring customer success
• Product Feedback : We help shape the future of ShiftCare by providing valuable feedback to the Product and Development teams