Customer Support Representative Level Three

About the role As a Customer Support Representative Level Three at Cosmos, you will play a pivotal role in ensuring our customers receive exceptional service and support.

• Location:
  
  Houston, Texas
• Engagement:
  Active

• Serve as a primary point of contact for escalated customer inquiries, ensuring timely and effective resolutions.
• Analyze customer issues and provide detailed feedback to improve product features and service delivery.
• Collaborate with cross-functional teams, including product development and marketing, to address customer needs and enhance user experience.
• Conduct training sessions for new customer support representatives, sharing best practices and effective communication techniques.
• Maintain comprehensive documentation of customer interactions and resolutions in the support database.
• Utilize various support tools and software to track customer inquiries and manage workflow efficiently.
• Monitor customer satisfaction metrics and implement strategies to improve overall service quality.
• Actively participate in team meetings to discuss challenges, share insights, and contribute to a positive team culture.
• Stay updated on product knowledge and industry trends to provide informed support to customers.
• Assist in the development of support resources, such as FAQs and troubleshooting guides, to empower customers.
• Handle high-volume support requests while maintaining a calm and professional demeanor.
• Identify opportunities for process improvements and contribute to the development of new support initiatives.

• A minimum of 3 years of experience in a customer support role, preferably in a technology or software environment.
• Proven track record of effectively resolving complex customer issues and maintaining high customer satisfaction levels.
• Strong verbal and written communication skills, with the ability to convey technical information to non-technical users.
• Familiarity with customer support software and ticketing systems, such as Zendesk or Freshdesk.
• Ability to work independently and as part of a team, demonstrating strong problem-solving skills.
• Proficiency in Microsoft Office Suite, particularly Excel and Word, for reporting and documentation purposes.

• Experience in a Level Two or Level Three support role within a SaaS company.
• Knowledge of CRM systems and customer engagement tools.
• Familiarity with technical troubleshooting and basic networking concepts.
• Previous experience in training or mentoring junior staff members.
• Bilingual abilities, particularly in Spanish, are a plus.

• Customer support software (e.g., Zendesk, Freshdesk)
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Communication and interpersonal skills
• Problem-solving and analytical thinking
• Time management and organizational skills

• This position is based in Houston, Texas, and may require occasional overtime or weekend shifts to meet customer needs.
• The salary for this role is competitive and commensurate with experience, with additional benefits including health insurance, retirement plans, and paid time off.
• Candidates must be authorized to work in the United States, and Cosmos is willing to sponsor work visas for qualified individuals.
• The ideal candidate will have a passion for customer service and a commitment to continuous improvement, both personally and professionally.

At Cosmos, we are dedicated to creating a supportive and inclusive work environment where every team member can thrive.