Technical Support Representative

NightOwl Consulting

1d•Onsite

About The Position

We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.

Requirements

Strong technical aptitude and the ability to quickly learn and understand software products.
Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.
Exceptional problem-solving skills and attention to detail.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational skills and the ability to manage multiple tasks simultaneously.
Proficiency in using customer support software and tools (e.g., HubSpot).
Bachelor’s degree in a related field or equivalent work experience.

Responsibilities

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Diagnose and troubleshoot technical issues reported by customers.
Provide clear, step-by-step instructions to customers to resolve software-related issues.
Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
Document customer interactions and technical issues in our support ticketing system.
Assist customers with onboarding and training on our software products.
Collaborate with the product development team to communicate customer feedback and potential improvements.
Maintain up-to-date knowledge of our software products and services.
Contribute to the development of support documentation, FAQs, and knowledge base articles.