Customer Support Representative

Summary

Join Tekmetric as a Customer Success Representative and be the first point of contact for our customers, providing exceptional support and guidance. You will tackle customer questions with enthusiasm, ensuring they feel heard and valued. Responsibilities include troubleshooting issues, documenting bugs, collaborating with the development team, and maintaining accurate records. You will need at least one year of customer-facing experience, strong empathy, and excellent communication skills. Preferred qualifications include experience with SaaS companies, CRM and ticketing systems, and a strong technical acumen. Tekmetric offers a competitive salary, generous paid time off, comprehensive health benefits, and opportunities for professional development.

Requirements

• A minimum of 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
• Understand basic financial and accounting concepts with a business mindset
• Strong empathy for customers AND passion for growth
• Great interpersonal skills with a problem-solver mentality
• Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk, a plus)
• A high level of energy, drive, enthusiasm, initiative, commitment, and professionalism - A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail
• Strong written and verbal communication skills
• Strong technical acumen
• 2 years experience in contact center
• 2 years experience with Zendesk

Responsibilities

• Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions
• Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge
• Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next
• Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements
• Keep records sharp and accurate by updating tickets, account details, and communication logs with care
• Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation
• Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience
• Consistently meet or exceed performance goals that help us deliver best-in-class support
• Jump in to support teammates when needed — we grow stronger together

Preferred Qualifications

• You have a love of building something new or improving on current processes and care about making a positive difference
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company

Benefits

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value
• Generous Paid Time Off, because we know you do your best work when you're well-rested
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you
• Keep growing with support for continuing education - we’re invested in your development