Senior Customer Support Representative Full Time

Responsibilities

• Resolve complex inbound customer support and technical questions, requests, and issues
• Deliver expert knowledge and technical consulting by phone, email, chat and webinar channels
• Develop an expert level working knowledge of company’s products, structures, workflows platform features
• Take ownership and accountability of customer requests contributing to high level of CSAT
• Manage customer escalations with persistence and urgency
• Ensure customers receive the appropriate level of detail and follow-through
• Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
• Handle customer complaints with care, ensuring they are brought to the attention of leadership
• Manage queue of tickets, maintaining clear communication, internally and externally
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Remain current on SBT platform releases, compliance updates, and changes in company policies
• Contribute to development of the SBT Knowledge Base
• Collaborate with management to effectively train and mentor junior staff members, as needed

Requirements

• 3+ years of applicable Sr. Customer Support experience working in a technical or SaaS support or success capacity
• Experience managing higher complexity, larger customer requests in a fast-paced environment
• Experience with Postman and SoapUI
• Proven analytical and problem-solving skills
• Excellent detail-oriented, organizational, and time management skills
• Ability to listen and collaboratively problem-solve
• Passion for increasing customer happiness and deepening customer relationships
• Proficient in working with Microsoft Office and Zoom phone/webinars
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce, and Jira experience is a plus
• Bachelor’s degree is preferred

Benefits

• Solutions by Text (SBT) promotes diversity and inclusion throughout the business
• Remote teams and offices throughout the United States
• Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work