Customer Support Representative

About the role:

At INGENIOUS.BUILD we are seeking a Customer Support Representative with 1-2 years of prior experience in a customer support role within enterprise SaaS space. At INGENIOUS.BUILD’s we are a culture made up of proactive, and detail-oriented individuals who strive to improve the construction industry.  As a Customer Support Representative, you will be responsible for assisting customers with product inquiries, troubleshooting technical issues, and providing timely and effective solutions to ensure customer satisfaction.

In this position, you will:

• Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues to the appropriate teams when necessary
• Guide customers through product features and functionalities, providing clear and concise instructions
• Document and track customer interactions and reported issues in the CRM system
• Collaborate with cross-functional teams Product, Engineering, and Sales, to advocate for customer needs and drive product improvements
• Identify opportunities to improve support processes and procedures to enhance the overall customer experience
•  Stay up-to-date on product updates, new features, and industry trends to assist customers effectively
• Provide proactive support by anticipating customer needs and offering solutions before issues arise

Skills and Experience needed:

• Bachelor's degree in a related field or equivalent work experience
• 1-2 years of prior experience
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely
• Exceptional problem-solving skills and the ability to think critically under pressure
• Empathetic and patient demeanor with a customer-centric approach
• Ability to multitask and prioritize tasks in a fast-paced environment.
•  Prior startup experience is a plus.