[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. CompanyCam is a photo documentation and productivity app for contractors in various service industries. They are seeking a Customer Support Specialist to efficiently resolve customer issues and enhance user experience through effective communication and collaboration with product and engineering teams.
Responsibilities
- Work with users over live chat, email, SMS messages, and Whatsapp
- Offer solutions or workarounds for various questions or issues
- Troubleshoot our product, the users' devices, and our partner integrations
- Take customer feedback and document it for our product and engineering teams
- Contribute to our self-serve documentation for our customer knowledge base
- Resolving customer issues efficiently across live chat, email, SMS, and WhatsApp to ensure a seamless and positive user experience
- Collaborating closely with product and engineering teams by capturing and communicating customer feedback that drives product improvements
- Enhancing the customer journey by contributing to external documentation to empower self service
- Supporting CompanyCam’s mission to simplify job site documentation by delivering empathetic, high-quality support that builds customer trust and loyalty
Skills
- 1+ years of experience in a customer-facing role (SaaS, technology, contact center, retail, food service, etc.)
- Technical savvy, with experience in troubleshooting techniques and best practices
- Stellar communication skills, both verbal and written, but know it's equally important to listen and understand our customers
- Strong critical thinking skills with the ability to interpret and act on resources/information
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
- A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
- Experience authoring tutorials and articles for public and internal knowledge bases
- Experience working with different support platforms like Intercom, Help Scout, Zendesk, or Salesforce
Benefits
- Meaningful equity
- Other benefits
Company Overview