Key skills
SaaS
About this role
Role Overview
- Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to 10-20 tickets per day
- Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business
- Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed
- Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools
- Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures
- Participate in shift coverage as required, ensuring client needs are met across time zones
Requirements
- Ideally, some experience in technical customer service or a help desk role, preferably within a start-up SaaS environment
- Undergraduate degree preferred or equivalent work experience required
- Relevant certifications are a plus
- Some experience with computer programming or a help-desk background answering live chats and emails is desirable
- Use of Zendesk is desirable
- Ability to work remotely across multiple time zones
Benefits
- Paid time off
- Medical benefits
- Potential for an annual performance bonus
- Equity