Customer Support Representative II

What does a day in the life as a Customer Support Representative II look like?

• Respond to prospect and customer support tickets within five minutes and professionally.
• Write at least ten informative and accurate weekly knowledge base articles to help customers solve their problems.
• Schedule and coordinate customer calls for CSMs to ensure customers receive the highest level of service.
• Answer customer support calls and assist customers with their technical issues and inquiries.
• Identify and escalate critical support issues to the appropriate team members for timely resolution.
• Maintain accurate records of customer interactions and support requests in our CRM system.
• Work with other team members to identify process improvements and increase efficiency.
• Keep up-to-date with product updates and changes to provide accurate and effective customer support.
• Be creative in solving customer issues and finding solutions that meet their needs.
• Closely follow process workflows and support in implementing initiatives and projects as directed by leadership.
• Solicits and readily accepts constructive feedback
• Eager to learn new systems and processes
• Demonstrates close attention to detail and thorough review of one’s work with a focus on quality
• Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
• Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
• Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed
• Expresses ideas and suggestions in support of the team’s success
• Sees tasks through to completion and offers support as needed
• Able to communicate clearly and effectively with fellow consultants, leadership, and client contacts
• Preform other duties as assigned.

What are the required qualifications for a Customer Support Representative II?

• Graduate of an Associate or Bachelor’s degree
• Previous experience in customer support, preferably in a SaaS company.
• Experience using a CRM system or similar tool to manage customer interactions.
• Experience using and updating a Knowledge Management System
• Ability to work independently and as part of a team.
• Familiarity with software and technology products is a plus.
• Ability to manage multiple tasks and priorities in a fast-paced environment.