[Work From Home] Customer Support Specialist SaaS

Core Information:

• Location: Remote
• Position: Customer Support Specialist Saas
• Compensation: a competitive salary
• Start Date: Immediate openings available
• Company: Workwarp

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Responsibilities
• Ensure exceptional customer service by delivering a professional, positive experience across every interaction.
• Handle inbound and outbound communications through chat, email, and phone using Intercom’s support platform, ensuring a seamless response process.
• Provide accurate and timely updates on customer accounts and orders while swiftly resolving inquiries to enhance satisfaction.
• Conduct research to resolve complex customer issues, collaborating with internal teams and external partners like DHL or UPS to guarantee seamless solutions.
• Serve as a voice for customer feedback, helping to drive product and service improvements based on user insights.
• Generate and assess user performance reports to drive improvements in customer engagement and satisfaction.
• Participate in a 24/7 support rotation, demonstrating flexibility and commitment to ensuring customer needs are met promptly.
• Assist with a variety of administrative tasks across departments during off-peak times, contributing to the overall success of the team.

Qualifications: • 3+ years of experience in customer support, ideally in a startup or fast-paced environment. • Experience providing support for SaaS & ecommerce software's a must. • Understanding Basic logistics operations • Superior written and verbal communication skills in English; fluency in Spanish is an added plus. • Hands-on experience with customer service platforms such as intercom or zendesk , with a solid understanding of leveraging them for customer success. • Strong problem-solving abilities, capable of thriving in fast-paced, evolving work settings. • Ability to work autonomously, demonstrating resourcefulness, initiative, and minimal need for supervision. • Proficient in Microsoft Office Suite, especially advanced Excel functions, with strong analytical skills. • Experience in technical troubleshooting, particularly for web browser-related issues. • Excellent organizational skills, able to juggle complex issues requiring in-depth research and critical thinking. • Proven track record of cultivating strong relationships with both customers and team members. • Deep commitment to delivering outstanding client service, backed by success in customer-facing roles.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:
• 10 hour shift
• 8 hour shift

Location:
• Deerfield Beach, FL (Required)

Work Location: Remote Apply Job!

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