Customer Support Representative III

What does a day in the life of a Customer Support Representative III look like?

• Respond to a high-volume of incoming tickets from customers pertaining to the products and services.
• Answer queries and take a first pass at writing internal help guides in a clear, concise and effective manner
• Assist customers with requests for information, resolving any issues efficiently and effectively.
• Ability to understand and follow internal procedures and perform duties without being asked; developing an ownership mindset.
• Respond to customer support tickets based on urgency while meeting internal SLAs of ~24-48 hours
• Identify and escalate critical support issues to the appropriate team members for timely resolution.
• 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.
• 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
• Maintains a positive, empathetic, and professional attitude toward customers at all times; Acknowledges and resolves customer complaints.
• Communicates and coordinates with colleagues as necessary.

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

• Minimum of 4 years of experience in Customer Support/Success, preferably in a Software/SaaS company.
• Experience in customer-facing copy (e.g. Help Guides, FAQs & "How Tos") for their clients in a Customer Support/Customer Success capacity
• Strong written and oral communication skills in English
• A high level of process-orientation, digital organization, and resourcefulness 
• Ability to respond to queries and take a first pass at writing internal help guides in a clear, concise and effective manner
• Ability to work effectively in sensitive and high-stress situations
• Ability to work in a fast paced environment and multi task