Customer Support Consultant
Customer Support Consultant
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1 Vacancy
Job Description
We are seeking a motivated and empathetic Customer Support Consultant to join our dynamic support team. The ideal candidate will be passionate about helping customers succeed adept at troubleshooting technical issues and skilled in communicating solutions clearly. You will play a critical role in ensuring our customers maximize the value of our SaaS platform while maintaining high satisfaction levels.
Campfire offers opportunities for long-term career growth to successful team members who aspire to deeper technical project management or other leadership roles in the company as we believe in building our team from within. Being a Customer Support Consultant is an ideal place to start your career as you will learn both about innovative technology and a wide breadth of customer business solutions.
Key Responsibilities
- Customer Assistance: Respond to customer inquiries via email live chat and phone providing timely and accurate solutions to technical and product-related questions.
- Issue Resolution: Diagnose and troubleshoot software issues escalating complex cases to Tier 2 support or engineering teams when necessary.
- Release/Patch installation: Application pre-verification and post verification user communication Monitoring post patch issues Trouble shooting and escalation.
- Release notes: Reviewing Release Notes Providing Feedback on Release Notes and distributing release notes to CSMs or Customers and update Knowledge based on the release notes
- Onboarding Support: Guide new customers through platform setup ensuring a smooth onboarding experience.
- Knowledge Base Contribution: Create and update help articles FAQs and tutorials to empower customers to self-serve.
- Customer Advocacy: Gather customer feedback and share insights with product and development teams to drive platform improvements.
- Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time resolution time and customer satisfaction scores.
- Collaboration: Work closely with Implementation product and engineering teams to ensure seamless customer experience.
Qualifications :
- Experience: 0-3 years of experience in customer support preferably in a SaaS or technology company.
- Technical Skills: Familiarity with SaaS platforms basic troubleshooting and experience with CRM tools (e.g. HubSpot Zendesk or similar).
- Communication: Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Strong analytical skills and a proactive approach to resolving customer issues.
- Empathy: A customer-first mindset with a passion for delivering outstanding service.
- Adaptability: Comfortable working in a fast-paced environment and adapting to evolving product features and customer needs.
- Education: Bachelors degree in a related field (e.g. Business Computer Science or Communications) or equivalent experience.
- Bonus Points: Experience with API troubleshooting basic SQL knowledge or multilingual proficiency.
Additional Information :
Currently Campfire is working remotely with the exception of 1 day a week in office time.
All your information will be kept confidential according to EEO guidelines.
We do not accept unsolicited 3rd party resumes.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
