EverPro - Customer Support Representative (Remote, US)

EverCommerce

4d • $19 - $21 • Remote

About The Position

Customer Support Representatives (Tier 2) contribute to the overall success of the team by managing and organizing cases escalated from phone, e-mail and Help Center tickets. Customer Support Representative serve a critical role as the knowledge and energy leaders for the Studio Director Team. This role focuses on the Studio Director Product.

Requirements

• Bachelor’s degree and minimum one year related work experience required
• Strong troubleshooting and problem-solving skills with the ability to manage complex customer issues independently
• Must be friendly, professional, and committed to creating long-term relationships with our customers
• Organized, detail-oriented individual capable of meeting short-deadline projects on a daily basis
• Strong writing and phone skills
• Critical thinker and a willingness to problem-solve
• A team player who performs well independently
• Ability to multitask, take direction and execute with precision
• Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment
• Must be eligible to work without sponsorship
• May require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Nice To Haves

• Technical software experience a plus, but not required

Responsibilities

• Passionately supporting The Studio Director's commitment to creating an outstanding experience for each of our customers
• Taking calls and emails from existing Studio Director customers, answering questions, working to resolve issues, and payment processing account changes
• Ad-hoc training for customers
• Mastering The Studio Director software in order to provide customers with guidance on how to best use our product
• Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible
• Identify recurring customer issues and provide recommendations for process improvements, product enhancements, and knowledge base updates
• Surprising and delighting our customers with a handwritten note, remembering a birthday, or otherwise going the extra mile to knock their socks off
• Reducing cancellations by solving problems and offering solutions to customers experiencing any issues

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

What This Job Offers

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