Customer Support - (ZR_19622_JOB)

This is a remote position.

Work schedule:

Monday through Friday 1 am - 10 am Utah Time (includes 1 hr unpaid break)

Monday through Friday 12 pm - 9 pm Utah Time (includes 1 hr unpaid break)

Responsibilities:

• Customer Service Excellence:
  

  • Develop in-depth knowledge of the company’s SaaS products and services.
    
  • Respond to customer inquiries promptly and professionally.
    
  • Handle customer complaints with empathy and problem-solving skills.
    
  • Maintain clear and timely communication with both clients and internal teams.
    

• Collaboration:
  

  • Work with teams across Customer Success, Implementation, Product Management, Engineering, and Marketing.
    
  • Become a product expert to assist clients more effectively.
    
  • Participate in scheduled team meetings outside of regular shift hours.
    

• Analysis and Reporting:
  

  • Track and analyze key performance metrics related to customer support.
    
  • Contribute to reports on support activities, customer feedback, and service performance.
    

• Continuous Learning and Improvement:
  

  • Stay informed on industry trends and best practices.
    
  • Engage in ongoing training sessions to enhance knowledge and skills.
    
  • Promote a culture of continuous learning within the team and for customers.
    

Qualifications:

• 2+ years of experience in customer support or a related field.
  
• Exceptional verbal and written communication skills.
  
• Strong problem-solving and decision-making abilities.
  
• Proficiency with customer support software and tools.
  
• Technical aptitude with the ability to understand and explain SaaS products.
  
• Ability to handle stressful situations professionally.
  
• Strong organizational and time management skills.
  
• College degree or coursework is a plus but not required.