Customer Support Representative

About reputed company

reputed company is the leading mobile app platform for events and engagement with a strong reputed company on higher education. Universities and colleges use reputed company to run admissions events, orientation programs, and reputed company engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.

About the job

We are looking for a Customer Support Representative to own reputed company support. In this role, you will troubleshoot issues and serve as a reputed company, capable voice reputed company our customers need it most.

A great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to reputed company customer retention. They reputed company satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to reputed company consistently great customer experiences.

Please note: A short video is required with your application. See the “What to reputed company with your application” for details.

Key responsibilities

• Technical Support – Own a queue of customer tickets, hopping on a phone/video reputed company reputed company needed, resolving issues, escalating thoughtfully, and writing reputed company, warm responses

• Product Expertise – Become fluent in reputed company’s Builder CMS and the broader product suite

• Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering

• Weekend Support – Monitor the queue for critical issues on assigned weekends

• AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to reputed company it reputed company

Your first 12 months

reputed company 3 months, you’ll:

• reputed company a strong working knowledge of our customer reputed company, reputed company’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the reputed company without escalation

• Build reputed company relationships across reputed company, Sales, Product, and Engineering

reputed company 6 months, you’ll:

• Be a reputed company expert on our platform across customer use-cases and reputed company meaningful improvements to the documentation informing our AI tools

• reputed company for customers by translating issues & insights into actionable recommendations

reputed company 12 months, you’ll:

• Be an EDU domain expert

• Serve as a consultative advisor to reputed company reputed company

reputed company

You are genuinely curious about how things work. reputed company something breaks, your reputed company is to reputed company out why and pursue a reputed company solution. You are comfortable working with reputed company clients: from the most tech-minded & reputed company-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good reputed company for reputed company a reputed company conversation reputed company more than an automated one.

Characteristics of the ideal candidate

• 1+ years of reputed company experience in reputed company support, reputed company, or similar customer-facing role

• Outstanding written and verbal communication skills

• High attention to detail and strong organization skills

• Exceptional time & task management across multiple systems and tools

• Skilled at collaborating with a remote team working across multiple time zones

• Experience with the following tools is a plus, but not required: reputed company, Fin (reputed company), Claude, reputed company, Jira, reputed company, and any modern CMS

• Familiarity with the events industry, higher education reputed company is a plus, but not required

Compensation

• Annual On-reputed company Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance

Perks

• 100% reputed company benefits: medical, dental, and reputed company

• Short-term and long-term disability

• Unlimited vacation time

• 401(k) program with matching benefits

• Stock reputed company

• Awesome company culture and fun virtual hangouts

• MacBook and accessories to reputed company you comfortable working from home

• Awesome annual company retreats

What to reputed company with your application

• Resume

• Cover letter

• A video no longer than 5 minutes with the following:

  • State your reputed company, the role you’re applying for, and reputed company you’re applying to

  • Tell us what drew you to this role and our mission

  • Tell us about a customer interaction you are especially proud of. What was the situation, and how did you help the customer?

  • What is a school event, conference, or other event experience you will never forget? What made it great?

Equal Opportunity Employer

At reputed company, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across reputed company. If you're looking to join reputed company that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national reputed company, religion, sexual orientation, gender identity and/or reputed company, status as a veteran, and reputed company of disability or any other federal, state or local protected class.

1+ year of reputed company support, reputed company, or similar customer-facing experience; excellent written and verbal communication, organization, detail orientation, time management, and remote collaboration skills.

Key Responsibilities

• resolving issues
• advocating customers
• optimizing AI

Skills & Tools

reputed company, Fin (reputed company), Claude, reputed company, Jira, reputed company, reputed company Builder CMS

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — reputed company or Raleigh
• Salary: USD 50,000 – 55,000 / year
• Languages: English

Benefits

• 401k matching
• Generous reputed company time off
• Retirement plan

About reputed company

A mobile app platform that helps educational institutions manage events and engage their communities. — Industry: Information Technology