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Senior Customer Support Specialist
Il y a 2 mois
We are a bootstrapped, profitable, and fully remote organization, comprising a dedicated team of approximately 90 individuals who prioritize autonomy and meaningful contributions.
Our focus is on assisting small to medium-sized enterprises.
Since our inception, we have developed a CRM solution aimed at enhancing communication while eliminating the burdens of manual data entry and intricate user interfaces.
Our Mission:
To double the productivity of every sales representative.
As a Senior Customer Support Specialist, your primary role will involve addressing customer inquiries, troubleshooting technical issues, and delivering exceptional customer experiences that embody our support philosophy.
Your main responsibility will be managing our support ticket system, which encompasses a variety of customer queries, including system debugging and more advanced API support.
Our approach to support is consultative, and we strive to empower our customers to utilize our CRM effectively.
Our team operates in a collaborative and fast-paced environment, where we share solutions, support each other's growth, and are passionate about problem-solving.
As a Senior Customer Support Specialist, you will be expected to manage your time efficiently, communicate clearly, and collaborate effectively in a fully remote setting.
You will report directly to the Director of Customer Support and will be required to work during Western/Central European business hours.
Qualifications:
- Fluency in English, both written and spoken.
- Experience working with remote teams globally.
- A minimum of 2 years in a customer-facing support role within a technology organization.
- Familiarity with the SaaS and CRM landscape.
Preferred Qualifications:
- Technical or coding experience, including knowledge of VoIP, email, network management, and APIs.
- Professional proficiency in the German language.
Your responsibilities will include:
- Responding to customer support tickets via email and occasionally handling support calls during specified business hours.
- Becoming well-versed in our CRM product, including its features, integrations, and capabilities.
- Escalating issues to senior support staff and engineering as necessary.
- Collaborating with our Customer Success team to provide additional support to key clients.
Our Work Culture:
We are a 100% remote company that values work-life balance, offering generous PTO, a winter holiday break, and a paid sabbatical every five years.
We prioritize asynchronous communication and collaboration, ensuring that our team members can work effectively from anywhere in the world.
We are committed to maintaining a healthy work environment that supports both the success of our business and the well-being of our employees.
Our hiring process is designed to be equitable and unbiased, allowing us to understand your experience and communication style better.
