Customer Service Representative

About the role

Daxko is seeking a Customer Service Representative to join our team. This role serves as the first point of contact for customer inquiries through various channels, assisting with navigation of our platform, investigation and resolution of software issues, and sharing product tips and best practices.

Responsibilities

• Serve as the first point of contact for customer questions through phone, chat, and email
• Help customers navigate our platform by explaining product features clearly and confidently
• Investigate and troubleshoot software issues, identifying root causes and guiding customers through solutions
• Reproduce reported issues and document details to support effective escalation when needed
• Share product tips, best practices, and training resources that help customers succeed long term
• Partner with product and engineering teams by identifying potential bugs or recurring technical challenges
• Maintain clear and accurate records of customer interactions and support cases
• Stay up to date on product updates, new features, and evolving support processes
• Meet team goals for response times, resolution quality, and customer satisfaction
• Contribute to team learning by sharing insights and growing as a product expert

Requirements

• 2+ years in a customer-facing role (customer support, technical support, onboarding, hospitality, retail, or similar)
• Strong written and verbal communication skills
• Comfort learning and navigating new software systems
• A problem-solving mindset and willingness to investigate issues before escalating
• Ability to manage multiple conversations across phone, chat, and email
• Sound judgment around prioritization and escalation
• Ability to work an 8-hour shift between 7:00 AM – 7:00 PM CST (Monday–Friday)
• High school diploma or equivalent

Preferred

• Bachelor’s degree
• Experience supporting a software product or troubleshooting technical issues
• Experience using CRM or support tools such as Salesforce, Zendesk, or similar platforms
• Curiosity about how software works and interest in becoming a product expert

What You Bring

• Required: 2+ years in a customer-facing role (customer support, technical support, onboarding, hospitality, retail, or similar)
• Strong written and verbal communication skills
• Comfort learning and navigating new software systems
• A problem-solving mindset and willingness to investigate issues before escalating
• Ability to manage multiple conversations across phone, chat, and email
• Sound judgment around prioritization and escalation
• Ability to work an 8-hour shift between 7:00 AM – 7:00 PM CST (Monday–Friday)
• High school diploma or equivalent

Additional Information

• The ideal candidate is naturally curious and enjoys learning how systems work
• A Bachelor’s degree is preferred but not required
• Experience using CRM or support tools such as Salesforce, Zendesk, or similar platforms is preferred
• Curiosity about how software works and interest in becoming a product expert is valued