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
