Customer Support Associate

Summary

Join BuildingLink's highly praised customer support team and make a real difference in people's lives! As a Customer Support Representative, you will take ownership of customer issues, prioritizing and responding to inquiries via various channels. You will troubleshoot problems, communicate solutions effectively, and escalate complex technical issues. This role requires 1-3 years of technical customer service experience, exceptional communication skills, and a passion for problem-solving. BuildingLink offers a remote-first work environment, competitive salary and benefits, including a $51,000 annual base salary plus a $4,000 annual bonus, flexible PTO, paid parental leave, and comprehensive health benefits. We value a supportive and inclusive work environment where employee well-being is prioritized.

Requirements

• 1-3 years of experience providing Technical Customer Service, SaaS Customer Support, or Customer Support over the phone
• Exceptional written and verbal communication skills in English is a requirement for this role
• Patient and comfortable engaging with diverse clientele with varying levels of computer skills and technical knowledge
• Comfortable working in a remote environment
• A natural client services mentality; the consistent ability to keep the needs of the client at the forefront of your actions

Responsibilities

• Taking ownership of customer issues and questions from inquiry to resolution
• Prioritizing and responding to support tickets, phone calls, emails, and internal messages in a timely manner
• Approaching each customer interaction with a high sense of urgency, coupled with immense care, empathy, patience, and professionalism
• Using excellent judgment to troubleshoot customer issues, identify paths forward, and clearly communicate solutions and how-to's
• Escalating complex technical bugs for investigation, and updating customers on developments and fixes throughout the process
• Taking a proactive approach to individual learning
• Collaborating closely and professionally among your team and across all functional teams (Development, Product Management, and Sales) to ensure customer requests are handled in a timely manner

Preferred Qualifications

• Additionally, fluency in Spanish and/or French is a plus!
• Experience with support and communication platforms, including Freshdesk, Connectwise, LogMeIn, Microsoft Office Suite (Excel, Outlook, Word), Salesforce, Slack, and Jira, nice to have but not required
• Previous experience with a customer support ticketing system is nice to have but not required; Freshdesk is our current ticketing platform
• B2B experience within a start-up environment helpful but not required

Benefits

• Annual base salary: $51,000 + $4k annual bonus
• Remote First, Flexible PTO, Birthday Holiday, Summer Fridays, Paid Parental Leave, Bereavement Leave
• Medical, Dental, & Vision benefits, Company sponsored HRA, Gym Reimbursement, Healthcare Concierge Service
• 401k with 4% matching
• Company Events, Holiday Parties, Friendly Office Competitions
• Professional Development Opportunities