Customer Support Representative
InEvent
Full-time
Remote friendly
Cuba, Cuba and United States
💼 Customer Support Representative 🎧
We're searching for passionate individuals who thrive on delivering exceptional customer experiences and building meaningful relationships! 🌍
Join our team and make a difference! 🎉
Responsibilities:
- 🦸♂️ Provide top-notch support to our federal-level clients via chat, email, and phone, ensuring their needs are met with enthusiasm and active listening.
- 🏆 Achieve and exceed customer service KPIs, including response time, first-call resolution, and Customer Satisfaction (CSAT) across all queries.
- 🔎 Stay up-to-date with customer interactions and lifecycle, keeping a close eye on account requests and requirements to deliver proactive assistance.
- 🕵️♀️ Identify customer issues, investigate queries, and promptly report any concerns or potential improvements to our dedicated development team.
- 📚 Continuously expand your knowledge of technology and platform updates to provide expert guidance.
- 🤝 Collaborate effectively with team members to test and enhance platform performance through rigorous testing and analysis.
- 🎓 Become a subject matter expert (SME) on InEvent's product, mastering its features and functionalities.
- 🦸♀️ Proactively seek solutions and improvements for both internal teams and InEvent's valued customers.
- 🔒 Adhere to strict compliance and security requirements to ensure data protection and privacy.
Prerequisites:
- 💼 2+ years of experience in Customer Success, showcasing a track record of excellence in customer-centric roles.
- 🗣️ Fluent in English, both written and verbal, to effectively communicate with customers globally.
- 🇪🇸🇵🇹🇫🇷 Additional language proficiency is a bonus, expanding our multilingual support capabilities.
- 💻 Experience in customer service within a SaaS or technology company, demonstrating a deep understanding of the industry.
- 🏛️ Experience working with government contracts is highly valued, providing specialized knowledge in this sector.
- 🗣️ Exceptional communication skills and empathy, ensuring every interaction is positive and supportive.
- 🌍 Flexibility and adaptability to serve a diverse customer base, embracing cultural nuances and needs.
- ⏰ Comfortable working between 3 pm - 11 pm PST, contributing to our extended support coverage.
- 💪 A relentless drive to learn and continuously grow in a fast-paced startup environment!
Perks:
- 🏥 Comprehensive Health Insurance, providing peace of mind and well-being.
- 🏖️ Generous Paid Time Off (PTO) to recharge and maintain a healthy work-life balance.
- 🎁 Thoughtful Birthday Gifts and Work Anniversary Gifts to celebrate your milestones and contributions.
Contract:
- 💼 Permanent, Full-time position (40hrs per week), offering stability and long-term growth opportunities.