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Job Title: Customer Support Representative
Location: Remote (EST Time Zone)
Employment Type: Full-time
Salary: $40,000 per year
About Us: Chargeback Hero is a leading provider of chargeback management solutions, dedicated to helping businesses navigate the complexities of chargebacks and dispute resolution. Our software-as-a-service (SaaS) product is designed to streamline operations and provide exceptional support to our clients. As we continue to expand, we are seeking a highly motivated and customer-oriented individual to join our team as a Customer Support Representative, specializing in email and phone support.
Job Overview: As a Customer Support Representative, you will play a critical role in providing outstanding support to our clients via email and phone interactions. You will be responsible for answering their questions, troubleshooting issues, and collaborating with our operations team to address complex inquiries. We are looking for an outgoing and proactive self-starter who thrives in a fast-paced environment. The position requires working in the Eastern Standard Time (EST) zone.
Responsibilities:
- Handle incoming email and phone inquiries from clients regarding our software-as-a-service (SaaS) product.
- Provide timely and accurate responses to client questions, ensuring their concerns are addressed with a high level of professionalism and expertise.
- Collaborate with the operations team to resolve complex issues or escalate them when necessary.
- Maintain detailed and accurate records of all customer interactions and communications in our ticketing system.
- Proactively identify opportunities to improve client satisfaction and provide feedback to enhance our product and support processes.
- Utilize your knowledge of our product and services to effectively troubleshoot and resolve customer inquiries.
- Follow established protocols and guidelines for handling customer support inquiries and maintaining data confidentiality.
- Stay updated on product updates, new features, and industry trends to deliver up-to-date and relevant information to clients.
Qualifications:
- Previous experience in customer support or a related role is highly preferred.
- Strong written and verbal communication skills, with the ability to effectively convey complex information to customers.
- Proficiency in using ticketing systems and managing inbound phone calls.
- Ability to work independently and take ownership of customer inquiries from start to resolution.
- Outgoing personality with exceptional interpersonal skills, allowing you to build rapport and trust with customers.
- Excellent problem-solving abilities and the capacity to work well under pressure.
- Detail-oriented with strong organizational skills to manage multiple customer inquiries simultaneously.
- Familiarity with SaaS products and software support processes is a plus.
- Must be available to work in the Eastern Standard Time (EST) zone.
Benefits:
- Competitive annual salary of $40,000.
- Full benefits package, including health insurance, dental, and vision coverage.
- Retirement savings plan with employer matching.
- Unlimited paid time off (PTO) to promote work-life balance.
- Comprehensive training provided to ensure your success in the role.
Job Types: Full-time, Part-time
Pay: $40,000.00 per year
Benefits:
- On-the-job training
- Work from home
Experience level:
- 1 year
Shift:
- Day shift
- Morning shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Work Location: Remote
