Client Success Representative - LIVE CHAT (CSR) (Remote)
Client Success Representative responsibilities include resolving clients’ queries, recommending solutions, and guiding product users through the features and functionalities of the company's products. To be a successful Client Success Representative, you should be an excellent communicator with hands-on experience in Digital Marketing and be able to earn our clients’ trust. You should also be familiar with help desk software and fulfillment services.
Ultimately, you will help establish our reputation as a company that offers excellent customer support throughout sales and after-sales processes. The job description is subject to change at any time by management without prior notice.
Responsibilities
Respond to customer queries in a timely and accurate way, via chat or email
Identify customer needs and help customers use specific features
Analyze and report product malfunctions
Update our internal team with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Inform customers about existing, new features and functionalities
Follow up with customers to ensure their technical issues are resolved if any
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives
Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
Work with customers to ensure they are leveraging effectively and finding value in our services
Provide voice support to customers via Inbound phone calls.
Occasionally connect with clients through Zoom meetings or video conferences when needed.
Coordinate with the support teams of our service providers to troubleshoot and resolve issues.
Update the software knowledge base in real-time to ensure documentation stays accurate and up to date.
Become an expert on the platform and DashClicks products/services and educate customers on the use and benefits of our products
Requirements
Experience as a Client Support Specialist or similar CS role
At least 2+ years of experience in Digital Marketing
Experience using help desk software and remote support tools
Understanding of how customer service systems work
Excellent communication, interpersonal and problem-solving skills
Quick learner & multi-tasking abilities
Patience when handling tough cases
What do we bring to the table?
Competitive base pay and benefits package with exciting growth plans.
A chance to work with professionals across various areas of expertise on a product loved by 30,000+ marketing agencies worldwide.
8 hours a day & 5 days a week working structure as per EST Time zone.
A chance to learn & grow in a fast-paced environment, driving transformational growth for our brand.
Fully remote work offers you the chance to balance your professional and personal life.
Come join us on this journey; we're looking forward to meeting talented individuals like you.