Customer Support Representative

Our client, a fast-growing B2B SaaS company, is looking for a Customer Support Representative to provide exceptional service and technical support to their SMB clients. This role requires excellent English fluency, a strong understanding of technical topics, and the ability to troubleshoot complex software-related inquiries. If you are a customer-focused problem solver with experience in SaaS and automation integrations, we encourage you to apply.

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

Key Responsibilities

• Handle client inquiries, troubleshooting requests, and technical concerns with professionalism and efficiency.

• Provide clear, step-by-step solutions for software-related questions, debugging automation issues, and API integrations.

• Maintain excellent communication and rapport with clients to ensure a seamless support experience.

• Develop a deep understanding of the company’s ERP system to effectively guide clients through technical challenges.

• Assist customers with workflow automation, integrations, and debugging of platform issues.

• Collaborate with the engineering and product teams to escalate and resolve technical concerns efficiently.

• Build long-term relationships with clients by delivering exceptional service and proactive support.

• Handle customer feedback, concerns, and feature requests, ensuring a positive user experience.

• Educate customers on best practices and new features to improve product adoption and satisfaction.

• Maintain accurate records of customer interactions in the CRM system.

• Contribute to knowledge base articles, FAQs, and troubleshooting guides to enhance self-service support.

• Provide feedback to the product team based on customer pain points and recurring issues.

What Success Looks Like

• High customer satisfaction and quick resolution of client issues.

• Efficient troubleshooting and debugging of complex ERP and integration-related concerns.

• Strong relationships with customers, leading to increased retention and engagement.

• Proactive support strategies that help prevent issues before they arise.

Qualifications

• 2+ years in a customer support or technical support role, preferably in a B2B SaaS environment.

• Strong understanding of ERP software, automation integrations, and APIs.

• Fluent English proficiency, both written and verbal, with excellent client-facing presence.

• Comfortable handling technical troubleshooting and debugging inquiries.

• A proactive, personable, and patient approach to client interactions.

Opportunity
This is a fantastic opportunity to join a fast-growing B2B SaaS company and play a critical role in customer success. As a Customer Support Representative, you will directly impact client satisfaction, retention, and product adoption. If you are passionate about providing top-tier technical support and building strong customer relationships, we encourage you to apply!

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