Customer Support Representative

Qualia•Austin, TX

15d•Hybrid

About The Position

As a Customer Support Representative, you will be the primary point of contact for the majority of Qualia users. You will be responsible for fielding inbound calls and emails, providing training where applicable, and assisting in the resolution of technical issues. You will maintain an up-to-date understanding of Qualia’s functionality and leverage this knowledge to enhance customers’ use of the platform and to troubleshoot reported problems. You will act as the bridge between the customer and Qualia’s internal teams to ensure that information flows smoothly and is communicated in an effective manner so as to be actionable for all parties. You will cultivate a positive customer experience that drives satisfaction and contributes to the retention of our user base. This position reports to the Manager, Tier 1 Support. Shifts begin at 8:00 am, 9:00 am, and 10:00 am.

Requirements

Prior experience in Customer Support, or equivalent, with a track record of increasing customer satisfaction, adoption, and retention
Impeccable written and verbal communication skills
Strong interpersonal skills
Punctual and adept at time management
Technically fluent, detail-oriented, and analytical
Ability to communicate technical information to a non-technical audience
Fast learner with drive for mastery
Thrive in a fast-paced environment with frequent change
Strong team player, but still a self-starter
Based in Austin, TX, with the ability to work in the office a minimum of two days per week is required.

Responsibilities

Field inbound customer communications to provide prompt responses to user questions
Independently manage workload to ensure timely follow-up on all cases
Maintain up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate bugs and requested product modifications
Achieve key performance metrics related to quality, productivity, responsiveness, and customer experience