Customer Support Representative

Mural, the leading visual work platform for the enterprise, makes teamwork feel like less work. Our intuitive visual workspace enables teams to easily work together and collaborate better using proven design-thinking techniques. Built for enterprise teams, Mural meets the most stringent of IT and regulatory requirements. Industry leaders — including IBM, ‌Microsoft, SAP, and Abercrombie & Fitch — choose Mural to help their teams accelerate innovation and problem solving at scale. Whether your team is fully remote, distributed, in the office, or still figuring it out, Mural brings teams across the enterprise together to do the work that matters most.

Mural created the Collaborative Intelligence System™ to power cultures of effective collaboration where everyone is connected, contributing, and empowered to deliver business-driving outcomes.

Founded in 2011, Mural is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 900 “Muralistas” around the world collaborate in the Mural® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking.

As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals. As a successful candidate you will be able to convey how exciting and innovative our software is. You will turn our current customer base into Mural fanatics by showing how easy and fun it is to collaborate in design thinking with Mural.

• Manage and respond to customer requests
• Understand our customers and become their advocate
• Educate and instruct customers through email, chat, phone call and video
• Assist the Customer Experience team with managing their accounts as needed
• Collaborate with the Product team on how to improve the product
• Collaborate with Customer Success on education programs

• Fluency in spoken and written English (additional languages are a plus)
• Willingness and passion for understanding, helping and teaching customers
• The curiosity to find new, better ways to solve problems
• A strong passion to help teams succeed, and empathy with users
• 2+ years experience in software customer support (ideally B2B)
• Experience troubleshooting and reporting software bugs
• Experience tracking bugs with a QA and development team
• Great visual communication skills
• Remote working experience
• The ability to provide clear and concise guidance through emails, over the phone, video or in person
• Availability to work some weekend shifts
• The possible shifts available are: 11 to 8pm ART, 2 to 10pm ART, OR  3 to 11pm ART