What you’ll do:
- Respond to support requests by completing initial triage carrying through to resolution
- Provide customer focused answers to functional support questions
- Ensure timely and effective resolution of customer requests, meeting or exceeding SLAs.
- Liaise with product development team on bug issues
- Contribute to helping grow our Support function and processes
- Contribute to the content creation of user support documentation and complete necessary modifications associated with the release of feature updates
- Identify process improvement opportunities, draft solutions and advocate for change
- Use internal team tools to keep track of work progress
- Other projects as needed
What you bring:
- 1 – 3 years of experience in customer support/service; big plus if it was for a SaaS company
- Understanding of how applications rely on relational database connections
- Excellent problem-solving skills, tech savvy with the curiosity and ability to expand skills
- Ability to work remotely and stay focused independently with consistent check-ins
- Strong communication skills (verbal and written), with the ability to navigate potentially tough interactions
- Demonstrates the highest level of confidentiality when working with sensitive data
- Experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and customer communication tools
- Strong customer empathy and problem-solving mindset
- Proven success in a collaborative, team-oriented environment
- Familiarity with HR/compensation practices a big plus
