Customer Support Associate (Wednesday - Sunday)

Yodeck

5d•Remote

About The Position

Yodeck is a fast-growing Software-as-a-Service (SaaS) company focused on the digital signage industry. The Customer Support Associate will assist Yodeck customers by responding to their questions and guiding them on product usage and troubleshooting. Support is provided through an online ticketing system integrated with chat. The role requires availability for shifts Wednesday to Sunday to support global customers, with 90% of inquiries coming from the US, Canada, and other regions.

Requirements

Excellent writing and verbal communication skills in English (C1 level).
Strong attention to detail and analytical skills to diagnose issues and develop effective solutions quickly.
Ability to handle unexpected changes and customer concerns with professionalism.
A genuine desire to help customers and a commitment to providing excellent service.
Available to work on shifts Wednesday to Friday (10:00-18:00 or 14:00-22:00) & Saturday to Sunday (07:00-15:00 or 15:00-23:00 or 23:00-07:00)

Nice To Haves

Experience in customer support or technical support roles will be appreciated.

Responsibilities

Handling incoming phone calls, messages, and emails from Yodeck customers.
Providing information and assistance on Yodeck products & features, such as billing and sales questions.
Troubleshooting basic technical issues and offering solutions to customer inquiries.
Processing warranty claims, repairs, and replacements.
Triage and prioritize tickets to resolve critical issues by working closely with customer success & tech support teams.
Offering product recommendations based on customer needs and preferences.
Maintaining high customer satisfaction through professional and courteous communication.