What are the responsibilities and job description for the Customer Support Representative position at Tekmetric?
What You’ll Do
- Provide solutions for customers by determining the cause of their concern through communication via phone, chat, or email, and explain the best resolution for their issue by expediting correction or adjustments.
- Ensure customer satisfaction by providing exceptional customer service in a courteous and timely manner all the while showing empathy and kindness.
- Maintain transparency with customers when analyzing product errors
- Responsible for communicating with the development team when bugs are identified and advocating on behalf of Tekmetric customers.
- Maintain customer records by updating customer tickets, account information, etc.
- Maintain product knowledge, industry knowledge, and have a strong soft skills set.
- Solicit feedback from customers through reviews.
- Meet or exceed established performance requirements
What You’ll Bring
- A minimum 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
- Understand basic technical and software trouble-shooting concepts
- Strong empathy for customers AND passion for growth
- Great interpersonal skills with a problem-solver mentality
- Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk, a plus)
- A high level of energy, drive, enthusiasm, initiative, commitment, and professionalism
- A strong aptitude for quickly building rapport with customers
- A self-starter attitude with solid organizational skills and attention to detail
- Strong written and verbal communication skills
- Strong technical acumen
- 2 years of experience in a contact center
- 2 years of experience with Zendesk
- Must be local to the Houston, Texas area; this is a hybrid work model