Customer Support Associate - Enterprise SaaS (HappyFox)

Responsibilities

• Deliver timely and effective support to enterprise clients through phone, tickets, and chat.
• Diagnose and resolve complex technical issues related to workflow automation, integrations, and configurations within the HappyFox platform.
• Absorb and configure the HappyFox platform’s features and capabilities.
• Collaborate with internal teams, including product development and engineering, to address escalated issues and relay customer feedback.
• Develop and update knowledge base articles and other support documentation to empower customers and enhance self-service options.
• Proactively identify potential customer issues and implement preventive measures to reduce escalations.
• Consistently meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.

Requirements

• 2-5 years of experience in a customer support role, preferably within the B2B enterprise SaaS industry.
• Proven expertise in troubleshooting and supporting configurable software platforms.
• Strong understanding of workflow automation principles and experience in configuring automated workflows.
• Hands-on experience with ticketing systems, CRM software, and other customer support tools.
• Demonstrated technical aptitude with a proven ability to learn and adapt to new software and technologies quickly.
• Outstanding communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly and effectively.
• Excellent problem-solving and analytical abilities, with a keen attention to detail.
• Ability to thrive independently and collaboratively in a dynamic, fast-paced environment.
• Positive attitude, empathy, and a genuine commitment to ensuring customer success.
• Proficiency with REST APIs, webhooks, and other integration technologies is required.
• Familiarity with ITIL or similar IT service management frameworks is a plus.

Pay

Competitive pay (base + performance) with growth opportunity within the company.

Schedule

Casual and high energy work environment where you could see your ideas win.

Benefits

• Health Insurance
• Dental
• Vision
• Life Insurance
• Paid Vacation