What are the responsibilities and job description for the Customer Support Associate - Enterprise SaaS (HappyFox) position at HappyFox?
HappyFox is a fast growing SaaS customer support platform. At HappyFox, Inc. it is all about bringing the happiness quotient to support teams. We offer cloud based Helpdesk, Live Chat and Enterprise AI Chatbot solutions. We offer competitive salaries and a high-energy work environment with opportunities to grow. To learn more about our company, visit our website at www.happyfox.com.
Responsibilities:
* Deliver timely and effective support to enterprise clients through phone, tickets, and chat.
* Diagnose and resolve complex technical issues related to workflow automation, integrations, and configurations within the HappyFox platform.
* Assist customers in the setup, configuration, and adoption of HappyFox platform best practices.
* Acquire and maintain an in-depth understanding of the HappyFox platform’s features and capabilities.
* Collaborate with internal teams, including product development and engineering, to address escalated issues and relay customer feedback.
* Develop and update knowledge base articles and other support documentation to empower customers and enhance self-service options.
* Proactively identify potential customer issues and implement preventive measures to reduce escalations.
* Consistently meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.
Requirements:
* 2-5 years of experience in a customer support role, preferably within the B2B enterprise SaaS industry.
* Proven expertise in troubleshooting and supporting configurable software platforms.
* Strong understanding of workflow automation principles and experience in configuring automated workflows.
* Hands-on experience with ticketing systems, CRM software, and other customer support tools.
* Demonstrated technical aptitude with a proven ability to learn and adapt to new software and technologies quickly.
* Outstanding communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly and effectively.
* Excellent problem-solving and analytical abilities, with a keen attention to detail.
* Ability to thrive independently and collaboratively in a dynamic, fast-paced environment.
* Positive attitude, empathy, and a genuine commitment to ensuring customer success.
* Proficiency with REST APIs, webhooks, and other integration technologies is required.
* Familiarity with ITIL or similar IT service management frameworks is a plus.
Benefits:
* Competitive pay (base performance) with growth opportunity within the company
* Casual and high energy work environment where you could see your ideas win
* Health Insurance, Dental, Vision and Life Insurance
* Paid Vacation
