Customer Support Representative

Summary

Join Fieldguide, a remote-first company building software for assurance and audit practitioners, as a Customer Support Representative. You will be a key member of the go-to-market team, providing world-class support to customers and maximizing their return on investment. This role involves working directly with clients to resolve technical issues, enhance their user experience, and advocate for their needs within the company. You will also contribute to onboarding, retention efforts, and maintaining the knowledge base. The ideal candidate has 1-3 years of customer support experience in a SaaS company and a proven track record of driving customer satisfaction. Fieldguide offers competitive compensation, unlimited PTO, 401k, wellness benefits, technology and work-from-home reimbursement, and flexible work schedules.

Requirements

• 1 - 3 years of customer support experience, ideally gained within an Enterprise Software as a Service (SaaS) company, demonstrating a commitment to delivering exceptional service and support
• You are a team player, and you are mission-first. You’re joining a hard-working team that trusts each other deeply. We won’t compromise on this
• Hands-on experience in a high-growth startup. Strong communication and problem-solving skills are essential, with a focus on effectively assisting and advising customers through complex issues. The ideal candidate will have a proven track record of driving customer satisfaction and fostering long-term client relationships.”
• Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight

Responsibilities

• Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude
• Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. Troubleshoot problems via email, phone, or chat, ensuring a quick resolution of any software problems, login issues, or user errors
• Enhance user experience: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential
• Advocate for the customer. Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop
• Bolster onboarding and retention. Assist in customer database setup and template creation to ensure a world-class client experience
• Maintain knowledge base: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service

Preferred Qualifications

Familiarity with the integration of merge tags in Microsoft Office applications is desirable

Benefits

• Competitive compensation packages with meaningful ownership
• Unlimited PTO
• 401k
• Wellness benefits, including a bundle of free therapy sessions
• Technology & Work from Home reimbursement
• Flexible work schedules