As a Customer & Operations Support Representative, you will play a vital role in ensuring that customers have a seamless experience with the platform. You will be the first point of contact for the clients, addressing their inquiries, resolving issues, and providing guidance to maximize their utilization of the software. Your passion for customer satisfaction and dedication to problem-solving will be crucial in helping the company achieve its mission.
Responsibilities
- Customer Support: Serve as the primary point of contact for customers, offering voice-based customer support via phone calls and other communication channels.
- Operations Support: Assist in various operational tasks related to the deployment and maintenance of software solutions.
- Client Support: Act as a trusted source for clients, addressing their questions, concerns, and technical issues related to the software.
- Email and Intercom Management: Efficiently manage email correspondence and inquiries from clients. Additionally, you will be responsible for handling client interactions through the Intercom platform, providing timely responses and solutions.
- Account Management: manage and support independent pharmacy accounts by building strong relationships with these clients and understanding their unique needs and challenges.
- Client Onboarding: Collaborate with the onboarding team to assist in the successful integration of new clients onto the platform
- Experience with SaaS Companies: Previous experience working with Software as a Service (SaaS) companies is highly desirable. Familiarity with SaaS products and their implementation can greatly assist in supporting that clients effectively.
- Rigorous Documentation: Strong documentation skills are crucial to maintain accurate records of customer interactions, issues, and resolutions. This attention to detail helps in tracking and improving that support processes.
- HubSpot Experience: Proficiency in using HubSpot or similar customer relationship management (CRM) software is a plus. Experience with HubSpot can enhance ythat ability to manage customer relationships and optimize engagement.
- Effective Communication: You should excel in promptly addressing customer concerns and directing them to the appropriate channels for resolution. Timely and efficient communication is essential for client satisfaction.
- Optimizing Client Engagements: Demonstrated ability to enhance customer interactions and engagement. You should be skilled in identifying opportunities to provide additional value to clients, helping to optimize their experience with that platform.
- Lead Conversion: If you have a track record of successfully converting leads into sales or upselling products and services, it would be a valuable asset. Your ability to understand customer needs and promote solutions can contribute to that growth.
Unique Tools and Equipment Used by a Customer Support Representative
- HubSpot
- Stripe
- Intercom
- Keni
- Jira
Full-remote work, competitive salary, flexible shift.
