Customer Support Representative
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Job Description
Customer Support Representative providing operational support to GenLogs users via email and Google Meet. Resolving issues and assisting with user onboarding and retention.
Responsibilities:
- Develop a deep understanding and expertise of our platform and customer base
- Respond to user questions and issues with urgency, clarity, and empathy via email/chat and occasionally Google Meet
- Troubleshoot and resolve customer issues by guiding them through workflows and identifying user errors vs. product bugs
- Build out and maintain customer- and internal-facing knowledge base
- Document and take detailed notes in our support ticketing system
- Following up daily on tickets to ensure the customer is taken care of as quickly as possible
- Provide basic technical support, escalating more complex problems to our Engineering team as needed
- Collaborate with Sales, Customer Success, and Product to translate user feedback into scalable solutions
- Assist Customer Success Managers in day to day support of users
- This may include user onboarding, training, and ongoing office hours to user success
Requirements:
- Experience in customer support
- Project coordination
- Excellent written communication and documentation skills
- High ownership and follow-through in driving issues to resolution
- Attention to detail and accuracy
- Empathy, patience, and a positive attitude
- B2B SaaS experience preferred but not required
- Transportation or Insurance experience preferred but not required
Benefits:
- Healthcare
- Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
- Paid parental leave
- Budget availability for approved professional development courses, certifications, and training
- 100% travel reimbursement for all approved company travel and spending
- 401(k) plan
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