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
Click
here to apply!
|