Customer Support Representative

Summary

Join Togetherwork's customer support team and provide exceptional service to clients using our Rec & Leisure software for dance studios. You will assist customers with online registration, tuition calculations, and payment processing, troubleshooting software issues, and ensuring a positive user experience. This role requires strong customer service and analytical skills, proficiency in Microsoft Office Suite, and excellent communication abilities. The position offers a flexible schedule (8-hour shifts between 2 pm and 11 pm EST, Sunday-Thursday), and a comprehensive benefits package including medical, dental, vision, disability, life insurance, 401k matching, paid time off, and parental leave. Ideal candidates are detail-oriented, self-learners with a passion for the dance industry and a proven track record of success. Previous experience in SaaS or payments is preferred but not required.

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
• Have knowledge and passion for the dance industry

Responsibilities

• Be a detail-oriented, self-learner who enjoys troubleshooting software issues and providing clients with solutions that meet their business needs
• Answer 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

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life insurance
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Culture that values work/life balance and celebrates successes