Customer Support Representative

ABOUT THE TEAM

Mural created the Collaborative Intelligence System™ to power cultures of effective collaboration where everyone is connected contributing and empowered to deliver business-driving outcomes.

Founded in 2011 Mural is a leading innovator in visual collaboration for hybrid remote and distributed teams. We believe in what we build and our team of more than 900 “Muralistas” around the world collaborate in the Mural® app. Our values guide our intentionally inclusive product and culture which includes collaboration design education and a flexible monthly stipend for learning wellness and coworking.

YOUR MISSION

As a Customer Support Representative you will respond to customer requests provide general support and engage with customers to help them achieve their goals. As a successful candidate you will be able to convey how exciting and innovative our software is. You will turn our current customer base into Mural fanatics by showing how easy and fun it is to collaborate in design thinking with Mural.

WHAT YOU'LL DO

• Manage and respond to customer requests

• Understand our customers and become their advocate

• Educate and instruct customers through email chat phone call and video

• Assist the Customer Experience team with managing their accounts as needed

• Collaborate with the Product team on how to improve the product

• Collaborate with Customer Success on education programs

WHAT YOU'LL BRING

• Fluency in spoken and written English (additional languages are a plus)

• Willingness and passion for understanding helping and teaching customers

• The curiosity to find new better ways to solve problems

• A strong passion to help teams succeed and empathy with users

• 2+ years experience in software customer support (ideally B2B)

• Experience troubleshooting and reporting software bugs

• Experience tracking bugs with a QA and development team

• Great visual communication skills

• Remote working experience

• The ability to provide clear and concise guidance through emails over the phone video or in person

• Availability to work some weekend shifts

• The possible shifts available are: 2 to 10pm ART OR  3 to 11pm ART