Customer Support Representative (July26)

Key Responsibilities

• 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.

Skills & Traits

• Actively seek to learn, and become expert on TeamBuilder’s product to support product delivery and customer success;
• Demonstrate precision in handling tasks and support requests;
• Must have stamina and the ability to prioritize and manage multiple tasks and requests simultaneously in a fast-paced environment;
• Collaborate cross-functionally and engage in inventive problem-solving;
• Excellent active listening, written, and verbal communication abilities;
• Ability to establish and maintain effective relationships with customers and colleagues at all levels;
• Display a strong commitment to our mission, customer success, and delivering outstanding results.

Qualifications

• 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.
• Able to work remotely across multiple time zones.