Offer summary

Qualifications:

2+ years of experience with Zendesk is required., 3+ years of experience in customer support roles, preferably in SaaS companies., Strong written English communication skills are essential., Proficiency with AI tools like ChatGPT is preferred..

Key responsibilities:

Address customer inquiries promptly via Zendesk, ensuring responses within 24 hours.

Retrieve and review customer subscription details from the internal database.

Process refunds, cancellations, and other customer requests according to company policies.

Collaborate with other departments to resolve customer issues effectively.

Job description

This is a remote position.

Schedule:

Monday - Friday flexible between 9am - 6pm PST includes 1 hour of unpaid lunch - 40 hours per week (schedule overlap should be 5 hours)

Responsibilities

Promptly address customer inquiries via Zendesk, ensuring timely and accurate responses: each ticket needs to be responded to within 24 hours and solved within 3-5 business days.
Retrieve and review customer subscription details from our internal database.
Process refunds, cancelations and other customer requests in accordance with company policies.
Collaborate with other departments to resolve customer issues effectively.
Maintain a high level of product knowledge to be able to troubleshoot and provide accurate information to customers.
Document and report recurring customer feedback and issues to the management team for continuous improvement.

Requirements

2+ years of experience with Zendesk is a must.
3+ years of previous experience in customer support roles working with/for SaaS companies is a must.
Strong written English communication skills.
Proficiency using AI tools, such as ChatGPT is strongly preferred.
Detail-oriented with a focus on accuracy and efficiency.
Ability to multitask and manage multiple inquiries simultaneously.
Self-starter with the ability to work independently and with minimal supervision.
Ability to handle situations with upset customers with grace and professionalism.