Customer Support Representative

Company: 2Book Inc
Location: Mount Pleasant
Posted on: March 18, 2023

Job Description:

We are looking for a--Customer Support Representative who loves technology, people and coaching customers towards success. You will be making a difference while working in a fun, positive, and supportive work environment among a small team of 9!Why come join Customer Support at MassageBook?--We are a rapidly growing SaaS (Software as a Service) company located in Mount Pleasant. Over 11,000 massage and bodyworkers in the wellness industry across the U.S and Canada use MassageBook.com to run their practices, and thousands use us to schedule their wellness services everyday.We offer comprehensive health, dental, and vision coverage, a 401K with 3% match. As an extra perk, you will get a quarterly allowance for massages too!We strive to make sure you feel like family giving you autonomy, have a competitive salary, a great work-life balance, and even some flexibility in your work schedule. Company-wide events, happy hours are always in the works.Our team of Customer Support Representatives are the face and voice of MassageBook. They play a vital role in driving product adoption. We are focused on developing and maintaining exceptional relationships with our customers.What you will be doing as a Customer Support Specialist:Coaching our customers on how to best use our SaaS software platform for their own business' needs.Solve 35 - 50 Support-related cases a day, working out of a shared ZenDesk queue of phone calls, emails, and live chats.Help customers grow and manage their practices, offer creative solutions for their unique business needs, and communicate what you learn to the rest of the MassageBook team to improve our software.Escalate complex issues to our Senior Customer Support Representatives, and file with our development team in Jira. --Rely on your expert product knowledge of MassageBook software to distinguish between bugs, requests for improvement, and areas of confusion for customers.Share your knowledge with the team, rally around team goals, and celebrate wins along the way.--What we need from you:--Software support experience. You have 2 years experience in supporting customers in a SaaS environment with a subscription-based platform.Comfortable working a 12pm-8pm shift. You are absolutely passionate about customer success. You want to grow your career in a company that is customer-driven and places a high value on customer connections and rapport.You are a strong writer. You are a clear, detailed, and direct communicator. You understand that well-crafted emails and chat interactions are critical to a customer's success.--You are a great active listener and you keep your cool in stressful situations. You're constantly looking for clues that reveal underlying issues, and love reading between the lines to get to the heart of the matter. If a customer is frustrated, you keep calm and help them back to a calm state as well. You remain in control while building a rapport through your kind nature and willingness to understand another's perspective.You have an admirable level of Empathy that is innate to who you are as a person, not just on the job. You genuinely desire to help others and learn from their experiences. You keep things personable, while not taking customer's frustrations personally.You adapt to changes quickly. This is a fast-moving software company that releases significant product changes every 1-2 weeks. You take initiative to master the product and are prepared to help customers to navigate changes that affect them. If a critical bug is disrupting customer support, you keep calm and focus on solutions. You adjust your routine to better serve customers and help keep the team focused.You take initiative. You don't have to wait to be told how to do something or how to respond. We trust our team to do what is in the best interest of the customer, and you are often the source of determining what is best in each customer encounter.You go above and beyond. You anticipate what customers need or might want to know next.You are a natural problem-solver. You don't have to see things in black and white. You not only love the challenge of ambiguity, you thrive in it. You think critically, can quickly spot trends that are not always obvious, and take what you learn from one customer support case and apply it to the next one.You have some personality quirks, and a great positive team player mentality!Skills: Customer Service, Support, Software, SaaS, Help Desk, JIRA, Zendesk, Technical SupportAnnual Salary Range: $36K-$55K based on experience.Powered by JazzHRPI208261136

Keywords: 2Book Inc, Mount Pleasant , Customer Support Representative, Other , Mount Pleasant, South Carolina