Customer Support Representative

Summary

Join Togetherwork, a family of SaaS solutions focusing on organizational management, and support our Rec & Leisure business line. Assist customers with software enabling online registration, tuition calculation, and payment options for dance studios. As a customer support specialist, you will provide top-notch service, troubleshoot software issues, and offer solutions meeting business needs. You will respond to client inquiries via phone, chat, and email, collaborate with internal teams, and document FAQs. This role requires strong customer service and analytical skills, proficiency in Microsoft Office Suite, and the ability to explain complex solutions. The hours are Monday-Friday, 11 am-7 pm EST.

Requirements

• Possess strong customer service and analytical skills
• Be comfortable helping customers via phone support
• Have the ability to diagnose and explain complex solutions to technical and non-technical audiences
• Have the ability to quickly learn computer software and operating procedures
• Be proficient in Microsoft Office Suite or related software
• Have a flexible work schedule; be able to work on weekends
• Possess excellent communication (written and verbal) and time management skills
• Have a proven track record of outstanding performance and achieving goals
• Be success-driven, work well in a team and enjoy a dynamic and changing environment

Responsibilities

• Be a detail-oriented, self-learner who enjoys troubleshooting software issues and providing clients with solutions that meet their business needs
• Be comfortable answering both processes (how-do-I?) and business (how-should-I?) inquiries and requests
• Ensure that the customer is successful using our product and that they have a great experience doing so
• Respond to client questions and issues including bugs, feature requests, and business processes through phone, chat, and email
• Work directly with clients, as well as: Development and Quality Assurance teams to identify, triage, and resolve system issues
• Document frequently asked questions and prepare knowledge-based content
• Document requirements and user stories for production issues and feature requests

Preferred Qualifications

• Have previous experience with SaaS or payments industry
• Have knowledge and passion for the dance industry

Benefits

• $1,000 employee referral bonus
• Salary Range US Remote: $40-44,000 USD per year