Customer Service Rep

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Guide users through common tasks on the platform and provide clear instructions on platform functionality.
• Troubleshoot technical issues, escalate complex problems to appropriate internal teams, and follow up to ensure resolution.
• Maintain detailed records of customer interactions in the CRM system.
• Educate customers on platform best practices, features, and updates to help them maximize product value.
• Collaborate with cross-functional teams including Product, Engineering, and Account Management to resolve user concerns and enhance platform usability.
• Identify and relay customer feedback to the product team to support continuous improvement.
• Stay updated on new features and platform changes through internal training and resources.

Required Qualifications:

• Strong problem-solving skills with the ability to think on your feet and resolve issues efficiently.
• Excellent verbal and written communication skills.
• Ability to learn and explain technical concepts to non-technical users.
• Familiarity with cloud-based platforms or tools; prior experience with is a plus.
• Experience using helpdesk systems (e.g., Zendesk, Salesforce) is a plus.
• Organized, detail-oriented, and able to manage multiple tasks in a remote work environment.

Benefits:

• Competitive salary and performance incentives
• Flexible remote work environment
• Health, dental, and vision insurance
• Paid time off, holidays, and parental leave