New Customer Support Representative

The primary role of a Customer Support Representative is to provide excellent support to our customers via our chat and email support channels. You will be responsible for quickly, accurately, and thoroughly resolving inbound requests, including troubleshooting product issues and using Crossbeam collateral to educate on best practices. Quick thinking and problem-solving are paramount. Responsibilities include: Live Chat & Email Support: Respond to free and paid users questions and issues in a timely manner, with the right level of prioritization. You’ll ask questions to ensure full understanding of the customer issue, work to replicate the issue, escalate to our engineering team or sales team if need be and per our internal processes, and provide a thorough, yet concise solution for the customer. Customer feedback: Communicate with internal teams such as product, sales, and engineering to communicate customer needs and concerns. Free plan activation: Support free users with their Crossbeam activation journey to maximize engagement and derive value through basic onboarding calls Paid customer onboarding and account checks: Help with the technical setup of the Crossbeam premium features, following our implementation plans and working as a binome with their assigned Account Success Manager. Perform account reviews, and assist the team and their customers with necessary setups and possible improvements on their request Internal Knowledge contribution: Assist with the creation of our user guide on Notion and Intercom, finding and implementing “quick wins” to engage our users even more with Crossbeam, creation of KPI reports.