Customer Support
The Role
*Qualifications *
- We are looking for a person who has a strong technical background, excellent troubleshooting skills, and loves to dig in and find out why the application isn't behaving as expected
- A successful candidate will enjoy working and collaborating with others, have a strong desire and motivation to learn, and always willing to share their knowledge with others
- Bachelors degree in a technical field, preferably IT related
*Non-negotiables *
- You know and love customer service, particularly the problem-solving aspect
- There are many friendly people in this world, but it's a much rarer skill to be able to figure out what someone is asking when they send you a one-line email that says "it's not working!"
- Experience in describing bugs in detail/creating bug reports
- You enjoy creating how-to videos and chatting with customers live on video
- Must speak native-level English
- 2 years or more in technical customer support (SaaS preferred)
*Responsibilities *
Responsibilities include, but are not limited to:
- Respond to all emails and support tickets
- Troubleshoot bugs to figure out if its software or user error
- Apply communication and problem-solving skills to solve issues related to the deployment and continued operation of our software
- Collaborate with the dev team, customer success, and product owner in the testing of our software to identify and replicate issues reported by customers
- Create bug reports for the dev team
- Get on a video call to demo how the tool works
- Proactively circle back with customers who emailed a few weeks ago to make sure their issue was resolved
- Email all customers who asked for a feature letting them know the feature is live
- Create and update support documentation including video walk-throughs
- You will have customer calls on the calendar where you help with set up and product walk-throughs. You'll need a professional, quiet environment for these video calls.
*About Our Customers *
Our customers (and prospects) are an important part of this role as they're the ones you'll be dealing with all day. We serve government agencies and businesses of varying sizes, particularly in the sustainability industry. Generally, our customers are incredibly friendly and appreciative of our help. It's very rare that people are difficult or even rude. We deliver an excellent product that people are extremely happy with! Most of our customers do not consider themselves "techies" and a big part of your job is translating their set-up to plain English that's relatable and easy to understand. Even though Simply Stakeholders is super simple to use, they often appreciate a little extra handholding and reassurance that they have things set up correctly.