Customer Service Representative

Our client is an all-in-one social media management platform that helps businesses streamline their social media strategies. They provide a comprehensive suite of tools that enable users to schedule posts, engage with audiences, analyze performance, and manage multiple social media accounts from one central platform. With a focus on simplicity, efficiency, and growth, the company empowers businesses to elevate their social media presence and optimize their digital marketing efforts.

Location
Fully-Remote (Work from Home), 9 AM - 5 PM EST

Role Overview
As a Technical Customer Service Representative, you will be the first point of contact for clients experiencing technical issues. Your role will involve troubleshooting and resolving technical problems efficiently via email and live video calls. The ideal candidate will be proactive, detail-oriented, and have strong problem-solving skills, with the ability to independently research and resolve issues. This is a client-facing role where your technical expertise, clear communication, and friendly, professional demeanor will be key to providing exceptional support.

Key Responsibilities

• Technical Support & Troubleshooting

  • Respond to client inquiries and technical issues via email, providing clear and detailed solutions.

  • Troubleshoot technical problems, ensuring prompt resolution without escalating to the development team whenever possible.

  • Conduct live video calls with clients to provide real-time troubleshooting and support.

  • Document client interactions and resolutions, ensuring that all issues are logged for future reference.

• Customer Interaction & Relationship Management

  • Maintain excellent client-facing communication, providing timely responses and setting clear expectations for issue resolution.

  • Handle difficult or sensitive client interactions with professionalism, ensuring client satisfaction throughout the support process.

  • Build and maintain strong relationships with clients through proactive engagement and ongoing support.

• Problem-Solving & Initiative

  • Take initiative in seeking answers and resolving issues, using available resources and conducting research to solve problems effectively and proactively.

  • Collaborate with other teams as needed, but strive to resolve issues independently before escalating to higher-level technical teams.

• Communication & Team Collaboration

  • Maintain clear, concise, and effective communication with clients, ensuring all technical solutions are well-explained.

  • Work closely with internal teams to share feedback and insights, improving overall customer support and product offerings.

Qualifications

• Experience & Skills

  • 2+ years of experience in a technical customer service or support role, preferably in the tech or SaaS industry.

  • Proven experience troubleshooting and resolving technical issues independently.

  • Strong verbal and written communication skills in English, with the ability to explain complex technical issues clearly.

  • Comfortable with live video calls and client-facing communication, maintaining a friendly and professional demeanor.

  • Ability to handle multiple client inquiries simultaneously while maintaining a high level of service.

  • Experience with customer support tools and ticketing systems is a plus.

• Attributes

  • Charismatic and friendly, with a strong client-facing presence.

  • Detail-oriented and proactive, with a passion for problem-solving.

  • A commitment to growth, both professionally and in alignment with the company’s vision.

  • Longevity in previous roles is important, demonstrating reliability, commitment to growth, and a strong work ethic.

What Success Looks Like

• Timely resolution of client technical issues, with minimal escalation to the development team.

• High client satisfaction and positive feedback on support interactions.

• Efficient use of resources and independent problem-solving that leads to quicker resolutions.

• Strong, ongoing relationships with clients, fostering loyalty and trust in the company’s support team.

Opportunity
This is an exciting opportunity to grow with a company that is committed to innovation and customer satisfaction. If you have a passion for problem-solving, a strong technical background, and the ability to communicate effectively with clients, apply today to join a team dedicated to excellence in customer support.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets