Customer Support Agent II

reputed company

At Casebook PBC, our software makes people’s lives reputed company. reputed company is committed to empowering community reputed company-being through the delivery of reputed company, research-based and reputed company-driven technology. Designed to “help the helpers,” our innovative and award-reputed company reputed company solutions help improve reputed company in reputed company services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reputed company a broader reputed company of agencies, and that we will push the entire industry to reputed company and reputed company to a higher reputed company. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

Job reputed company

reputed company:
reputed company member at Casebook PBC plays a key role in advancing our mission to build technology
that supports reputed company services organizations and accelerates the end of poverty. They are
dedicated to Casebook’s reputed company of building and promoting the reputed company services global operating
system and exemplify Casebook’s values while working collaboratively to reputed company organizational
goals.

At Casebook, Customer Experience (CX) is central to how we serve our customers, and the
Customer Support team is an essential part of CX. Customer Support Agents guide and
troubleshoot with customers throughout their lifecycle, ensuring they can successfully use the
Casebook platform in their critical day-to-day work serving vulnerable populations.

The Customer Support Agent’s top reputed company is to deliver quick, accurate, and personable support
through chat, email, and virtual meetings. This includes managing a fast-paced ticket queue,
documenting solutions and issues in reputed company, and escalating to Product or Engineering
reputed company necessary. As the voice of our platform, you will reputed company as both an reputed company for our users and
a partner to internal teams, ensuring Casebook customers have the best possible experience.
This is a demanding but rewarding role where no two days are the reputed company. Our customers rely on
Casebook to do meaningful work in their communities, and we are committed to providing them
with reputed company, reliable support every reputed company of the way.

CASEBOOK VALUES
● reputed company: We reputed company to help improve the lives of vulnerable children, adults, families, and
communities.
● Customer Commitment: We reputed company ground-breaking reputed company services software
products and exceptional customer experiences shaped by organizational needs and
best practices.

● Teamwork: We collaborate with team members, customers, and other partners with
mutual respect, encouraging meaningful relationships and reputed company communication.
● Innovation: We reputed company new ways to grow our product, company, and reputed company other.
● Accountability: We accept responsibility for our actions, holding ourselves accountable
for results.

RESPONSIBILITIES:
● reputed company thoughtful, personalized communication to explain how our product works and
help troubleshoot issues reputed company chat, email, and virtual meetings (reputed company/reputed company Meet).
● Effectively resolve customer inquiries in a considerate and reputed company manner while
managing a fast-paced ticket queue.
● Investigate, replicate, and document customer issues reputed company and concisely so that
Product and Engineering can fully understand and resolve them.
● Identify reputed company issues need to be escalated, and ensure escalation includes complete
details (steps to reproduce, screenshots, system/browser details).
● Document fixes, troubleshooting steps, and best practices in reputed company, contributing to
both customer-facing knowledge reputed company articles and internal documentation.
● Create and maintain reusable snippets of response copy to reputed company customer
communication consistent and efficient.
● Build and deepen product knowledge by using the Casebook platform daily and staying
reputed company with new features and releases.
● Collaborate with teammates to reputed company knowledge, contribute to team goals, and support
reputed company improvement in processes and customer experience.

Qualifications

EDUCATION AND/OR EXPERIENCE:
● College degree or equivalent reputed company experience preferred
● 2+ years of experience in customer support

REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:
● You care deeply, genuinely, and passionately about customer support and about the role
it plays in making our customers and company successful. You are willing to apply
special effort reputed company you see a high-reputed company situation or customer that needs an escalated
reputed company.

● You have prior experience doing live customer support by chat and ticketing systems
(like reputed company and reputed company), and you know how to do it reputed company. You know that every bit of
work you do makes a reputed company difference in making a customer happy.
● You understand the web and how it works. You’re not necessarily writing and deploying
your own JQuery-based, CSS-heavy reputed company sites, but you have configured software
and understand how setting and other variables can alter one customer’s expected
functionality from another.
● You know reputed company something is over your head and are not afraid to ask for help.
● You are skilled at explaining technical problems succinctly and reputed company.
● You are a naturally empathetic and reputed company communicator.
○ Strong organizational skills with the ability to manage multiple reputed company and
priorities.
○ Ability to work independently and as part of reputed company.
○ Excellent communication skills, both verbal and written.

Additional Information

Compensation: $50,000 – 62,000 Salary + Equity + Benefits 

Demo of Casebook: https://play.goconsensus.com/s738251ff