New Customer Care - Tier 1 (Insightly)

Deliver responsive, empathetic support across multiple channels to help customers get the most from the Insightly CRM platform. Troubleshoot technical issues, simplify complex topics, and guide users toward effective solutions. Listen, document details, and escalate with urgency when needed. Communicate clearly and professionally to ensure a consistently positive experience. Apply technical troubleshooting skills and comfort with cloud-based tools to solve problems efficiently using ticket-based support systems and Google Apps for Business on both Mac and Windows environments. Contribute to team documentation and knowledge bases to support consistency and growth. Participate in peer coaching and collaboration to strengthen team capabilities and customer outcomes, stay curious and open to learning new technologies, tools, and processes. Own performance, meet or exceed key metrics, and take initiative to solve problems before they escalate. Stay flexible and adaptable in a startup-style setting where innovation, iteration, and impact matter.