Customer Support Representative

Respond to customer requests via Zendesk (our ticketing system), identifying, researching, and communicating appropriate options for resolution in a timely manner. Create reusable responses when possible, and author customer facing FAQs. Inform customers about services available and assesses customer needs. Develop and maintain deep expertise in our product, as well as the underlying best practices that drive it. Responsible for the timely reporting, escalation, and resolution of day-to-day operational problems. Monitor various communication streams. Able to empathize with customers and let them know you genuinely care about their issues; High ‘EQ’. Able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation. Ability to explain complex issues in beautifully simple terms. A team player that can follow and lead as situations dictate. Customer success and accomplishments are celebrated.