Support Representative
2 days ago
We are seeking a proactive and empathetic individual to support users of our SaaS platform, ensuring they have a smooth experience across every touchpoint. This role involves handling inquiries, resolving technical issues, logging bugs, and guiding users to get the most out of our product.
This position has a direct impact on customer satisfaction, retention, and product improvement.
Key Responsibilities:- Support & Communication: Respond promptly to customer inquiries via email, chat, phone, or in-app messaging.
- Assist users through onboarding, troubleshooting, and using key features.
- Maintain a friendly, clear, and solution-focused tone in every interaction.
- Log technical issues and support tickets accurately.
- Escalate bugs or critical issues to the development team.
- Follow up to ensure resolutions are successful and satisfactory.
- Create and update FAQs, help articles, and user guides.
- Identify recurring questions or pain points and suggest improvements.
- Gather and organize customer feedback to support product and UX improvements.
- Monitor social media channels for comments, questions, and concerns.
- Share recurring issues and feature requests with product and dev teams.
- Provide regular reports on customer sentiment and support trends.
- Track KPIs like response time, resolution rate, CSAT, and ticket backlog.
- Ensure alignment with internal SLAs and service standards.
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Customer Support Representative
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