Customer Support Representative
Customer Support Representative
Posted on :
29-11-2024
Employer Active
1 Vacancy
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Monthly Salary
23000 - 35000
Vacancy
1 Vacancy
Posted on :
29-11-2024
Job Description
Customer Support Representative
We re seeking a customerobsessed resultsdriven Customer Support Representative with a
laserfocused drive to achieve the best possible customer experience. The mission of the Customer
Support Representative is to delight GrowFlow customers with repeated dayafterday successes. This
opportunity is for someone who is customerfocused detailoriented a great listener organized
disciplined and has a strong desire to grow professionally.
You ll handle multiple customer inquiries at once using our chat tool respond to questions troubleshoot
issues and provide a seamless experience. This role requires someone skilled at managing inquiries
independently leveraging resources collaborating with various departments for escalations and
efficiently filing technical issues as Jira tickets. We also highly value clear precise communication and a
proactive approach to problemsolving.
Written communication through our chat platform is our primary channel for customer support. However
there may be situations that require phone support to resolve complex issues or provide a more
personalized experience. As such the ideal candidate should have strong verbal communication skills
and the ability to handle customer calls with professionalism empathy and clarity ensuring a streamlined
and positive experience across both written and verbal interactions.
In this role youll play a crucial part in empowering our customers with accessible highquality resources
by creating and updating documentation for our customerfacing Help Center. This includes producing
clear stepbystep guides FAQs and troubleshooting articles that enable customers to find answers and
solutions independently. Additionally you will regularly audit our AI bot s responses to ensure it conveys
accurate relevant information. By refining written documentation and AI interactions youll help maintain
our high customer support standards and ensure customers receive consistent valuable guidance across
all channels.
Working fully remotely this role requires proactive and transparent communication to stay aligned with
teammates and share updates on customer issues. The ideal candidate is comfortable with frequent
checkins detailed updates and using collaboration tools to keep everyone informed and connected.
Please note that GrowFlow operates on Pacific Time and this position requires weekend availability.
Responsibilities
Drive customer satisfaction by providing exceptional support and assistance with complex
inquiries primarily through our chat platform.
Diagnose and troubleshoot issues escalating them when necessary to appropriate departments
including Customer Success Product and Engineering.
File Jira tickets for any potential technical issues detailing the nature of the problem for swift
resolution. Act as the customer s point of contact throughout the issue resolution process
providing timely updates and maintaining a professional helpful demeanor.
Collaborate with crossfunctional teams to ensure customer issues are addressed promptly.
Create and maintain customerfacing Help Center articles to support selfservice ensuring
content is accurate accessible and aligned with customer needs.
Utilize AI tools to enhance efficiency and accuracy in customer interactions.
Identify common issues or patterns in customer feedback to proactively suggest solutions or
improvements.
Requirements
Prior experience (5 years preferred) in a customer support role preferably in a SaaS tech or
similar industry.
Strong written and verbal communication skills with a clear professional English accent.
Familiarity with chat support platforms and ticketing systems ideally Intercom and Jira.
Ability to multitask effectively balancing multiple chat interactions at once.
Proactive problemsolver who is comfortable handling escalations and seeking additional
resources when needed.
Excellent time management organization and prioritization skills.
Extreme attention to detail accuracy and quality in every interaction.
Basic understanding of customer service metrics and KPIs with a commitment to achieving high
standards in customer satisfaction.
Preferred: Experience leveraging AI tools to assist in customer support operations.
Authorized to work in the relevant region and able to pass a background check.
If you re passionate about people eager to leverage technology to improve customer experiences and
thrive in a dynamic fastpaced environment we d love to hear from you!
Employment Type
Full Time
Key Skills
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