About the Opportunity
The hiring organization is seeking a full-time Customer Support Representative in the United States to assist customers and support its software platform. In this fully remote role, you will handle customer inquiries via email, ticketing software, phone, live chat, video conferencing, and screen-sharing sessions.
Responsibilities
- Resolve customer questions, technical issues, and platform needs across email, telephone, live chat, video conferencing, and screen-sharing channels.
- Track customer inquiries from receipt to timely resolution, escalating complex technical issues when necessary.
- Document and process feature requests and bug reports, collaborating directly with product and engineering teams to resolve issues.
- Configure and optimize the AI-driven support ticketing system by developing prompts, rules, and routing logic, triaging tickets, and maintaining platform knowledge bases to improve automated resolution.
- Maintain and update customer-facing documentation, help resources, and FAQs.
- Identify and recommend continuous enhancements for the product and internal customer support workflows.
- Analyze recurring user issues and contribute feedback to enhance customer success and user experience.
- Maintain up-to-date knowledge of product releases, feature updates, and relevant financial industry trends.
Required Qualifications
- 2+ years of online customer support experience.
- Experience supporting web application software used by consumers or business professionals.
- Foundational understanding of cloud service offerings, common toolsets, operating systems, and web browsers.
- Strong written and verbal communication skills across email, live chat, and telephone.
- Strong time management and project management abilities.
- Demonstrated problem-solving aptitude, ethical judgment, and a positive, customer-first attitude.
Preferred Qualifications
- Prior customer support experience in SaaS environments.
- Support experience within the FinTech industry or financial services sector.
- Experience supporting CRM software platforms.
Work Schedule and Location
- Schedule: Full-time, weekdays during standard business hours.
- Location: Fully remote within the United States, with no travel required.
Benefits
- Competitive compensation, comprehensive health coverage, a 401(k) retirement plan, and paid time off.