Customer Support Specialist

Summary

Join SimpleTexting as a Customer Support Specialist to help customers troubleshoot problems via online chat, email, and phone calls. The ideal candidate is comfortable switching gears quickly and passionate about helping people.

Requirements

• English is your primary language. Secondary languages are a plus
• At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent)
• You can translate technical ideas for non-technical audiences
• Demonstrable critical thinking, communication, and creative problem-solving skills
• Ability to learn new software platforms quickly
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
• Highly organized. You can manage and prioritize several different projects
• Familiarity chat and CRM platforms

Responsibilities

• Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers
• Clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved
• Be a compliance expert - making sure our customers are responsible texters
• Participate in writing excellent help documentation—both for internal use and for our customers
• Escalate bugs to our customer technical support team
• Work on specialized projects, as you become more comfortable in the role
• Become a SimpleTexting power user—before you can support others, you must know the product yourself