Our client, a fast-growing B2B SaaS company, is looking for a Customer Support Representative to provide exceptional service and technical support to their SMB clients. This role requires excellent English fluency, a strong understanding of technical topics, and the ability to troubleshoot complex software-related inquiries. If you are a customer-focused problem solver with experience in SaaS and automation integrations, we encourage you to apply.
Location: Fully-Remote (Work from Home), 9 AM - 5 PM EST
Key Responsibilities
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Handle client inquiries, troubleshooting requests, and technical concerns with professionalism and efficiency.
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Provide clear, step-by-step solutions for software-related questions, debugging automation issues, and API integrations.
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Maintain excellent communication and rapport with clients to ensure a seamless support experience.
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Develop a deep understanding of the company’s ERP system to effectively guide clients through technical challenges.
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Assist customers with workflow automation, integrations, and debugging of platform issues.
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Collaborate with the engineering and product teams to escalate and resolve technical concerns efficiently.
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Build long-term relationships with clients by delivering exceptional service and proactive support.
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Handle customer feedback, concerns, and feature requests, ensuring a positive user experience.
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Educate customers on best practices and new features to improve product adoption and satisfaction.
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Maintain accurate records of customer interactions in the CRM system.
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Contribute to knowledge base articles, FAQs, and troubleshooting guides to enhance self-service support.
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Provide feedback to the product team based on customer pain points and recurring issues.
What Success Looks Like
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High customer satisfaction and quick resolution of client issues.
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Efficient troubleshooting and debugging of complex ERP and integration-related concerns.
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Strong relationships with customers, leading to increased retention and engagement.
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Proactive support strategies that help prevent issues before they arise.
Qualifications
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2+ years in a customer support or technical support role, preferably in a B2B SaaS environment.
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Strong understanding of ERP software, automation integrations, and APIs.
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Fluent English proficiency, both written and verbal, with excellent client-facing presence.
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Comfortable handling technical troubleshooting and debugging inquiries.
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A proactive, personable, and patient approach to client interactions.
Opportunity
This is a fantastic opportunity to join a fast-growing B2B SaaS company and play a critical role in customer success. As a Customer Support Representative, you will directly impact client satisfaction, retention, and product adoption. If you are passionate about providing top-tier technical support and building strong customer relationships, we encourage you to apply!
Application Process:To be considered for this role these steps need to be followed:
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Fill in the application form
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Record a video showcasing your skill sets
