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Customer Support Representative

fully flexible
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Strong problem-solving skills and customer focus., Excellent written and verbal communication abilities., Highly organized with effective time management skills., Familiarity with software such as Zendesk Suite and Google Suite is a plus..

Key responsabilities:

  • Serve as the first point of contact for users via phone and email.
  • Troubleshoot customer issues and provide prompt solutions.
  • Document and track customer issues and resolutions accurately.
  • Collaborate with other departments to resolve customer concerns and contribute to the knowledge base.

Cardata | Reimburse Mileage logo
Cardata | Reimburse Mileage SME https://www.cardata.co/
51 - 200 Employees
See all jobs

Job description

As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer focused, problem solver who is skilled at building relationships with clients. You have a deep understanding of the Cardata product and are a strong multi-tasker who is able to balance competing priorities.

What You'll Be Doing
  • Answer general questions for all users through phone, email via Zendesk
  • Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
  • Properly document and track customer issues and resolutions
  • Follow escalation procedures as required
  • Share resources with users to educate users on product features, workflows, and navigation of Cardata Cloud and the Cardata Mobile app
  • Review compliance documentation to ensure details align with program specifications/ parameters
  • Identify resource gaps, propose solutions and assist with development of resources
  • Contribute to the knowledge base for the Support team
  • Participate in weekly team meetings
  • Contribute to the development of the customer support knowledge base and FAQs
  • Collaborate with other departments (e.g., customer success, finance, sales, product) to resolve customer concerns
  • Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.

    • What You'll Bring
  • Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
  • Excellent written and verbal communication skillsHighly organized, excellent time management skills
  • Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
  • Strong ability to build positive external and internal relationships and work cross-functionally with other teams
  • Willingness to learn new processes, adapt to change, and embrace company updates.

    • Nice to Have
  • Familiarity with software such as Zendesk Suite, Google Suite, Cloud

    • Work Environment & Schedule
  • Office hours: Open 8am-7pm, any shift may be assigned
  • Remote work - Reliable internet access and quiet work environment
  • Occasional overtime work may be required during holidays
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Internal DocumentationGoogle ServicesZendesk

    Other Skills

    • Troubleshooting (Problem Solving)
    • Customer Service
    • Relationship Building
    • Time Management
    • Communication
    • Problem Solving
    Are you interested?

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