[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. CompanyCam is a photo documentation and productivity app for contractors in various service industries. They are seeking a Customer Support Specialist to efficiently resolve customer issues and enhance user experience through effective communication and collaboration with product and engineering teams.

Responsibilities

• Work with users over live chat, email, SMS messages, and Whatsapp
• Offer solutions or workarounds for various questions or issues
• Troubleshoot our product, the users' devices, and our partner integrations
• Take customer feedback and document it for our product and engineering teams
• Contribute to our self-serve documentation for our customer knowledge base
• Resolving customer issues efficiently across live chat, email, SMS, and WhatsApp to ensure a seamless and positive user experience
• Collaborating closely with product and engineering teams by capturing and communicating customer feedback that drives product improvements
• Enhancing the customer journey by contributing to external documentation to empower self service
• Supporting CompanyCam’s mission to simplify job site documentation by delivering empathetic, high-quality support that builds customer trust and loyalty

Skills

• 1+ years of experience in a customer-facing role (SaaS, technology, contact center, retail, food service, etc.)
• Technical savvy, with experience in troubleshooting techniques and best practices
• Stellar communication skills, both verbal and written, but know it's equally important to listen and understand our customers
• Strong critical thinking skills with the ability to interpret and act on resources/information
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
• Experience authoring tutorials and articles for public and internal knowledge bases
• Experience working with different support platforms like Intercom, Help Scout, Zendesk, or Salesforce

Benefits

• Meaningful equity
• Other benefits

Company Overview