Customer Support Representative

Customer Support Representative

Role Overview

The Customer Support Representative develops an understanding of the organization's products and services to support both hardware and network outages for external customers, collaborating with internal and external stakeholders to ensure timely, long-term solutions.

Key Responsibilities

• Manage multiple incoming support streams across ticketing software, phone, email, and internal channels.
• Diagnose issues accurately using software tools and implement appropriate technical solutions.
• Reach out to customers by phone on short notice to proactively address issues before they grow in scope.
• Meet case and customer response time quotas consistently.
• Coordinate across departments and with external stakeholders on complex cases, routing customer feedback to Product teams and fostering strong relationships through timely communication.
• Promote customer loyalty through recognition initiatives and handle other support responsibilities as directed by the Support Manager.

Qualifications

• 2+ Years of some form of technical support or equivalent experience
• 2+ Years of customer service interaction, in person or virtual
• Experience with high volume support ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc)

Work Arrangement and Schedule

• Employment type: Full time
• Work arrangement: Remote
• Geographic eligibility: Open to candidates across most locations in the United States, provided team members can closely collaborate within core working hours.

Compensation and Benefits

• Base salary range: $58,000—$60,000 USD
• Compensation package includes equity options / stock options
• Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
• Comprehensive benefits package, including a 401(k) / retirement plan match
• Flexible work schedule
• Unlimited PTO