What You'll Do:

📍Serve as first point-of-contact for existing clients in need of product support. 📍Respond and efficiently resolve inbound emails and phone calls. 📍Troubleshoot router complexities - leveraging the Hardware Operations Team. 📍Share UI/product feedback on enhancements to make for a better user experience. 📍Communicate client escalations with support leads when necessary. 📍Document and update internal processes using Confluence. 📍Audit/update support help center articles when needed. 📍Educate customers on product features or additional services to meet their needs. 📍Ability to walk customers through product dashboard as well as troubleshooting process.

What You Have:

📍1+ years experience in a customer support/customer service role, preferably in SaaS. 📍Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations. 📍Ability to identify and proactively solve problems. 📍Experience using a ticketing system and/or triaging experience a plus. 📍Ability to consistently meet and exceed key performance indicators. 📍High technical aptitude. 📍A positive and flexible attitude for working in a fast-paced team across various functions. 📍Self-starter who takes initiative and demonstrates a team player mentality. 📍Familiarity with conventional software like Salesforce, JIRA, and G-Suite preferred. 📍Bachelor's degree preferred.