Customer Support Representative - Starting at $48000 / year
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Negotiable

Permanent

Description

Job Description

We are searching for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and post-sales experiences.

Role/Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email, or chat

  • Identify customer needs and help customers use specific features

  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

  • Create and/or update support documentation and knowledge base articles

  • Update internal software, HubSpot & Slack, with information about technical issues and useful discussions with customers for the support team

  • Monitor customer complaints or support queries on social media, create a ticket in HubSpot and reach out to provide assistance

  • Share feature requests and effective workarounds with team members

  • Inform customers about new features and functionalities

  • Follow up with customers to ensure their technical issues are resolved

  • Gather customer feedback and share with our product, sales, and marketing teams

  • Assist in training junior-level customer support representatives

  • Handle low-level Stripe billing issues and account cancellations

  • Other duties and responsibilities as assigned

Professional Competencies

  • Passion for customer service.

  • Outstanding ability to think creatively, and identify and resolve problems.

  • Attention to detail and the ability to effectively multi-task in a deadline-driven atmosphere.

  • Ability to clearly and effectively articulate thoughts and points.

  • High levels of integrity, autonomy, and self-motivation.

  • Excellent analytical, organizational, project management, and time management skills.

Skills & Qualifications

  • Experience as a Customer Support Specialist or similar CS role

  • Familiarity with the real estate or marketing industry is a plus

  • Experience using help desk software and remote support tools

  • Understanding of how CRM systems work

  • Excellent communication and problem-solving skills

  • Multi-tasking abilities

  • Patience when handling tough cases

  • BSc in Information Technology or relevant diploma

Our Mission

GGMS is a digital marketing system designed exclusively for Sierra Interactives platform based in Largo, FL. We help real estate agents, teams, and brokerages generate opportunities from new and existing contact lists using email, text messaging, digital marketing, and landing pages.

Compensation & Benefits

  • Full-time

  • Starting at $48000 / year

  • Participation in company health insurance plans after 90 days of full-time employment

  • Paid vacation and sick days

  • 1
  • Negotiable
  • None
  • None
  • Hi-183640
  • Permanent
  • 32

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