Customer Support Specialist - Software Support
Customer Support Specialist - Software Support
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1 Vacancy
Job Description
As a Customer Technical Support youll be responsible for responding to Simplesat customers and delivering a consultative and FUN support experience.
The role requires creative problem-solving and a thorough knowledge of how Simplesat works in different helpdesk and messaging systems.
Most communication is done through our Intercom support system. On both live chat and email channes primarily. Occasionally customers will require a short video call/screen share to get their problems solved.
Youll work closely with the Customer Success team (helping users with onboarding and converting to paid subscriptions) and the product team (building new features creating documentation helping bring new features to market).
Position overview:
- Provide chat email and video-call screen share support to our users
- Assist customers with troubleshooting and implementation
- Work closely with the product team to stay knowledgeable about the product and provide feedback about what our customers need.
- Help build our growing knowledge base.
Qualifications :
You gotta be:
- A great troubleshooter - Ability to solve problems logically and methodically to find the best resolution and document the results.
- An effective English-speaking communicator - The majority of our customers are based in the major English countries (primarily USA). English fluency is a must to ensure effective communication. We dont use scripts. We want people who can communicate and connect with other people naturally. Our AI robots can follow a script lets let humans be human
- Responsive - Lets face it. Nobody likes contacting support. Our job is to mitigate this feeling by making the process a breeze. Cut down on frustrating waiting time and provide value up-front and be transparent.
- Good at digesting technical information and making it simple - Our goal is to make complex solutions seem simple and easy to understand.
- Someone who loves helping others - Your goal is not to close as many tickets as possible its to help other human beings.
- Weird - Because normal is boring.
Requirements:
Available to work on day-shift and night-shift depending on demand.
- Day shift is 1pm - 10pm (Philippines time)
- Night shift is 9pm - 6am (Philippines time)
English fluency fluent in technical jargon
Either: A university degree related to information technology OR at least 3 years of experience in a technical support role
Experience with customer support systems (Zendesk Salesforce Intercom Freshdesk etc.)
Technical troubleshooting experience
Following knowledge areas are not required but is a plus:
HTML & Email compatibility CSS Javascript Python API Postman debug logs stack traces CSV Excel Google Sheets Notion
Additional Information :
Benefits
- Competitive salary
- Flexibility in work set-up
- Comprehensive health insurance and a self-improvement fund to support your growth.
- Work with a friendly quirky team of geeks.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
