The Role
Responds to customer inquiries across phone, email, and chat; diagnoses and troubleshoots software issues; provides step-by-step guidance; escalates complex problems; documents support interactions; assists with onboarding and training; communicates customer feedback to product teams; and develops support documentation and FAQs.
Summary Generated by Built In
We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues reported by customers.
- Provide clear, step-by-step instructions to customers to resolve software-related issues.
- Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
- Document customer interactions and technical issues in our support ticketing system.
- Assist customers with onboarding and training on our software products.
- Collaborate with the product development team to communicate customer feedback and potential improvements.
- Maintain up-to-date knowledge of our software products and services.
- Contribute to the development of support documentation, FAQs, and knowledge base articles.
Skills, Knowledge and Expertise
- Strong technical aptitude and the ability to quickly learn and understand software products.
- Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.
- Exceptional problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Proficiency in using customer support software and tools (e.g., HubSpot).
- Bachelor’s degree in a related field or equivalent work experience.
Benefits
- Above market salary
- HMO on Day 1 for principal and two dependents
- Government-mandated benefits
- Performance-based Incentives
- Quarterly Company Events
- 1,000 PHP De Minimis
- Equipment and software provided
About
NightOwl Consulting was born from the desire for more! As prior clients of a BPO, we found ourselves struggling with support, understanding of our business industry, and the treatment of our global family… from this, NightOwl Consulting was born. Our mission is to connect companies with world-class talent with the overall vision to build a global family that aspires to reach its highest potential.
Skills Required
- Strong technical aptitude and ability to quickly learn and understand software products
- Experience in a customer service role, preferably in a B2B SaaS or Fintech environment
- Exceptional problem-solving skills and attention to detail
- Excellent verbal and written communication skills
- Ability to work independently and as part of a team
- Strong organizational skills and ability to manage multiple tasks simultaneously
- Proficiency using customer support software and tools, such as HubSpot
- Bachelor's degree in a related field or equivalent work experience
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The Company
What We Do
NightOwl Consulting helps businesses and people realize new possibilities by connecting companies with world-class talent and building a global family that aspires to reach its highest potential.
