(Remote) Customer Success Representative

Cogsdale Corporation • Washington, DC

3d • $50,000 - $50,000 • Remote

About The Position

RazorSync, a division of Harris, is seeking a Customer Care & Support Representative to join their growing team. This role is ideal for a bilingual individual fluent in both English and Spanish. The Customer Care & Support Representative will work closely with new and existing customers to ensure they effectively utilize RazorSync within their business, providing a smooth and trouble-free software experience. The position requires the ability to thrive in a collaborative and highly motivated environment, with the responsibility and authority to ensure high customer satisfaction with RazorSync's services. This is a remote role open to candidates across Canada and the US, requiring approximately 5% travel. Candidates must possess a valid passport and be legally eligible for international travel. Preference will be given to candidates available to work within the PST timezone. The company is committed to leveraging emerging technologies, including AI tools, to enhance workflows and efficiency, and expects candidates to be comfortable adopting and using these technologies.

Requirements

• Bachelor's degree in Computer Science or a related field, or relevant experience.
• 1+ year(s) of experience in customer service or technical support role.
• Excellent communication and interpersonal skills.
• Proven problem-solving and critical-thinking abilities.
• Ability to work independently and in a team environment.
• Bilingual Support- English and Spanish.
• IT/Desktop Software Support experience.
• Clear, timely and concise communication via both phone and email.
• Ability to affectively communicate with management and team members remotely.
• Ability to navigate multiple systems to find answers to questions.
• High Degree of Technical Troubleshooting ability.
• Maintain organization and follow tasks to completion.
• Task oriented with an ability to handle a heavy call volume.
• Ability to properly diffuse an escalated Support matter.

Nice To Haves

• Experience with a CRM system is a plus.
• Knowledge of QuickBooks Online and Desktop is a plus.

Responsibilities

• Respond to inbound phone, web, and email support for client inquiries and issue resolution.
• Host training sessions for clients, typically via webinar and/or on-site.
• Advocate for the client to ensure timely and accurate issue resolution.
• Document and track client interactions and resolutions.
• Continuously improve knowledge of the company's products and services.

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level