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Role Description

Are you passionate about supporting customers? If so, we want to hear from you! HelloSign is looking for a Customer Support Representative to join our Customer Operations team. We are very passionate about making our customers awesome & are looking for a Customer Support Representative that will take these relationships to the next level. In this role, you will be responsible for making sure that each of our users has an awesome experience while interacting with both us & our products. The right individual will be passionate about delighting our customers through each & every contact. We value diversity & inclusion, & encourage our team members to be their authentic selves at work.

Responsibilities

  • Achieve expert working knowledge of our products
  • Troubleshoot reported bugs, & clearly document customer feature requests 
  • Respond to the user as quickly & thoroughly as possible & communicate to them that you are working on their behalf to address their issue(s)
  • Identify & document the reason the customer contacted us & advise on any forming trends that may impact the larger customer base
  • Identify process improvements & other product features to reduce the number of customer inquiries
  • Increase overall customer happiness by meeting & exceeding customer support metrics & service levels

Requirements

  • Experience working in Customer Support in the SaaS industry - you understand the complexities of the SaaS world & how to keep our customers happy!
  • Strong analytical & critical thinking skills - you love asking those open ended questions to really get to the root of the matter!
  • Previous experience working with & troubleshooting software at a Tier 2 capacity
  • Direct experience using Zendesk to reply to customer inquiries (Zendesk administrative or reporting skills not required)
  • A love for helping customers & delivering satisfaction
  • Strong communication skills, both written & oral
  • Strong team player possessing the willingness to seek feedback, adapt practices & continuously learn & evolve
  • You have good judgment & the ability to maintain confidentiality of sensitive customer data
 
 
 
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