Overview

Our client, a fast-growing B2B SaaS company, is looking for a Customer Support Representative to provide exceptional service and technical support to their SMB clients. This role requires excellent English fluency, a strong understanding of technical topics, and the ability to troubleshoot complex software-related inquiries. If you are a customer-focused problem solver with experience in SaaS and automation integrations, we encourage you to apply.

Location: Fully-Remote (Work from Home), 9 AM – 5 PM EST

Key Responsibilities

• Handle client inquiries, troubleshooting requests, and technical concerns with professionalism and efficiency.
• Provide clear, step-by-step solutions for software-related questions, debugging automation issues, and API integrations.
• Maintain excellent communication and rapport with clients to ensure a seamless support experience.
• Develop a deep understanding of the company’s ERP system to effectively guide clients through technical challenges.
• Assist customers with workflow automation, integrations, and debugging of platform issues.
• Collaborate with the engineering and product teams to escalate and resolve technical concerns efficiently.
• Build long-term relationships with clients by delivering exceptional service and proactive support.
• Handle customer feedback, concerns, and feature requests, ensuring a positive user experience.
• Educate customers on best practices and new features to improve product adoption and satisfaction.
• Maintain accurate records of customer interactions in the CRM system.
• Contribute to knowledge base articles, FAQs, and troubleshooting guides to enhance self-service support.
• Provide feedback to the product team based on customer pain points and recurring issues.

What Success Looks Like

• High customer satisfaction and quick resolution of client issues.
• Efficient troubleshooting and debugging of complex ERP and integration-related concerns.
• Strong relationships with customers, leading to increased retention and engagement.
• Proactive support strategies that help prevent issues before they arise.

Qualifications

• 2+ years in a customer support or technical support role, preferably in a B2B SaaS environment.
• Strong understanding of ERP software, automation integrations, and APIs.
• Fluent English proficiency, both written and verbal, with excellent client-facing presence.
• Comfortable handling technical troubleshooting and debugging inquiries.
• A proactive, personable, and patient approach to client interactions.