[Remote] Customer Service & Support Specialist Daylite
Note: The job is a remote job and is open to candidates in USA. Daylite is a company focused on providing exceptional customer support for their software products. As a Customer Service & Support Specialist, you will assist customers with inquiries related to Daylite and Billings Pro, troubleshoot technical issues, and provide billing support through various communication channels.
Responsibilities
- Assisting customers with how-to questions, helping them navigate and use Daylite and Billings Pro
- Troubleshooting technical issues related to Daylite and Billings Pro
- Providing billing and subscription support, answering questions about invoices, renewals, and payments
- Handling customer inquiries through email, live chat, phone, and screen-sharing sessions
- Logging and tracking customer issues with detailed documentation
- Identifying patterns and escalating technical trends to our Quality Assurance and Engineering teams
Skills
- Assisting customers with how-to questions, helping them navigate and use Daylite and Billings Pro
- Troubleshooting technical issues related to Daylite and Billings Pro
- Providing billing and subscription support, answering questions about invoices, renewals, and payments
- Handling customer inquiries through email, live chat, phone, and screen-sharing sessions
- Logging and tracking customer issues with detailed documentation
- Identifying patterns and escalating technical trends to our Quality Assurance and Engineering teams
- Communicate with empathy— Whether it is over email, chat, or a call, you listen actively, understand customer frustrations, and respond with patience and kindness
- Create a positive experience—whether a customer is asking a quick question or navigating a complex problem, you guide them with clarity, kindness, and confidence
- Know macOS and iOS inside and out—you're deeply familiar with Apple's ecosystem and quickly adapt to new OS updates, features, and technologies
- Take initiative to help—you don't wait to be told what to do; you see an issue and step up to solve it
- Understand business operations—you recognize the challenges small businesses face and can relate technology to real-world needs
- Are adaptable and organized—you can balance shifting priorities while seamlessly moving between chat, email, and screen-sharing support
- Love collaboration—you share ideas, improve processes, and contribute to a strong team culture
- Experience with Marketcircle Products: Daylite, Billings Pro
- Familiarity with Support Tools: HelpScout, TeamViewer
- Knowledge of Technical Tools: PSQL/SQLite, Graylog, Console, Terminal
- Experience with Internal Tools: Slack, Confluence
Benefits
- Health & Benefits Package : Comprehensive medical, dental, and vision coverage.
- Professional Growth : Access to learning resources, training, and mentorship opportunities.
- Vacation & Work-Life Balance : Generous paid time off and flexible scheduling.
- A Team That Cares : Collaborative and supportive work culture where your ideas matter.
Company Overview