Technical Customer Care Representative

📋 Description

• Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a
• Ask discovery questions to understand and analyze customer challenges and determine the best course
• Clearly articulate resolution paths to customers, both in technical and non-technical terms to help
• Escalate tickets to supervisors and technical support engineers when a bug, defect, or other
• Document all customer interactions in Salesforce Service Cloud.
• Work with Quality Assurance to improve skills and personal CSAT scores.

🎯 Requirements

• 2+ years of technical customer support experience in a SaaS environment
• Must be fluent speaking and communicating in English, bilingual in Spanish a plus.
• Experience supporting customers in a B2B environment strongly preferred.
• Demonstrated experience in providing high-quality and customer-focused technical support.
• Strong and professional communication skills, both written and verbal, with the ability to clearly
• Strong problem-solving skills and ability to “think on your feet.”

🎁 Benefits

• Benefits-eligible position
• Competitive health plans
• Paid time-off
• Company paid holidays
• 401K retirement program with company elected match
• Shift premium for qualifying hours