Customer Service Representative

Salary: USD
20 - USD
23 per hour

Department: Customer Success & Support

Employment Type: Full-Time, Mon - Friday 7am - 4pm

Pay Rate: $22/hr, some opportunities offer bonus as well

We are seeking a customer-focused, solution-oriented Customer Support Specialist to join our established (and growing!) software company. In this role, you will provide exceptional phone-based support to customers, helping them navigate our platform, troubleshoot issues, and ensure a positive customer experience. The ideal candidate is an excellent communicator who enjoys solving problems, building customer relationships, and working in a fast-paced technology environment.

• Provide professional and friendly phone support to customers regarding software functionality, account management, and technical issues.
• Answer inbound customer calls and accurately document interactions in the CRM or ticketing system.
• Troubleshoot software-related issues and guide customers through step-by-step solutions.
• Escalate complex technical concerns to the appropriate internal teams when needed.
• Follow up with customers to ensure issues are fully resolved and expectations are met.
• Maintain a strong understanding of company products, services, updates, and best practices.
• Meet established service-level goals for response times, customer satisfaction, and resolution rates.

• High School Diploma or equivalent
• 1-3 years of experience in over the phone customer service, call center support, help desk, or customer success.
• Excellent verbal communication and active listening skills.
• Strong problem-solving and troubleshooting abilities.
• Comfortable using CRM systems, ticketing platforms, and multiple software applications simultaneously.
• Ability to remain calm, professional, and empathetic when handling challenging customer situations.
• Strong organizational skills and attention to detail.