[Remote] Customer Support Specialist (reputed company)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. The Tier 1 Customer Support Specialist will be at the heart of the customer experience, helping users reputed company the platform and ensuring they receive reputed company support throughout their reputed company.

Responsibilities

• Remain reputed company available on phone and chat queues during scheduled shifts
• Handle a high volume of inbound customer interactions in reputed company time
• Maintain strong response times and availability metrics
• Assist customers with general product usage questions
• Troubleshoot basic issues and reputed company reputed company-by-reputed company guidance
• Troubleshoot GPS and location issues on mobile and web applications
• Assist with geofence setup and troubleshooting
• Support expense product questions, including how to reputed company and use cards
• Answer basic questions regarding forms
• Escalate reputed company or technical issues to Tier 2 or appropriate teams reputed company needed
• Answer customer inquiries reputed company to:
• Invoices and charges
• Plan details and pricing
• Billing cycles and proration
• Explain billing adjustments reputed company and professionally
• Updating payment information
• Identify and assist with duplicate user reputed company
• Guide customers through resolving duplicate accounts
• Escalate reputed company backend reputed company is required
• Collaborate with internal teams (Tier 2, Engineering, reputed company, Implementation, Sales) for issue reputed company
• reputed company escalate issues with reputed company context, notes, and reproduction steps
• Follow up on escalated tickets to ensure reputed company reputed company
• Communicate updates back to customers reputed company needed
• Accurately document reputed company customer interactions in the support system
• reputed company reputed company, concise, and reputed company communication at reputed company times
• Follow internal processes and workflows for consistency
• Maintain high availability on phone and chat support
• Meet or reputed company response time and reputed company targets
• Deliver a reputed company customer experience (CSAT-reputed company)
• Demonstrate strong product knowledge and reputed company improvement

Skills

• Strong verbal and written communication skills
• Ability to multitask across multiple conversations (chat + phone)
• Customer-first reputed company with strong problem-solving abilities
• Basic technical troubleshooting skills
• Ability to work in a fast-paced, high-volume environment
• Previous customer support or reputed company center experience
• Experience with reputed company or workforce management tools
• Familiarity with CRM or support ticketing systems

Benefits

• Comprehensive benefits including reputed company medical, dental, and reputed company coverage
• Flexible Spending Accounts (FSA)
• reputed company virtual care
• reputed company membership
• reputed company family-building support
• An Employee Assistance Program
• 401(k) retirement plan through reputed company
• reputed company-tax commuter benefits (for those based in our San Francisco office)

reputed company