Customer Support Specialist

Summary

Join SimpleTexting as a Customer Support Specialist and become the heart of our customer service, troubleshooting customer issues via online chat, email, and phone calls. You will clarify customer needs, determine the root cause of issues, and implement effective solutions, ensuring complete resolution and customer satisfaction. Compliance expertise is crucial to ensure responsible texting practices by our customers. You will also contribute to help documentation and escalate bugs to the technical support team. As you grow in the role, you will participate in specialized projects and become a SimpleTexting power user. This role requires strong communication, problem-solving, and technical skills.

Requirements

• English is your primary language
• 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

Preferred Qualifications

• Bachelor’s degree, preferably in a related field of study
• 2+ years in customer support role

Benefits

Remote - US hours