[Remote] Customer Service Representative
Note: The job is a remote job and is open to candidates in USA. Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. The Customer Service Representative role focuses on supporting customers to maximize the value of Club Prophet Software, contributing to software analysis and testing, and assisting with onboarding new customers to ensure high levels of customer success and satisfaction.
Responsibilities
- Learn our product offering and be able to communicate our value to potential customers
- Guide customers through the installation & training process (remotely and in person) to ensure the successful adoption of our product and maintain high customer satisfaction
- Establish and maintain relationships with customers by understanding their business objectives and providing exemplary support with the goal of creating long term loyal customers
- Continuously learn and maintain your expert product knowledge and educate customers on the functionality and uses of our products
- Document, analyze, troubleshoot and test software based on and related to user specifications and technical issues
- Track your interactions and keep customer data organized using our ticketing tools
- Provide live chat, email, and phone support, including creating records of software “bugs” and performing follow ups on existing issues clients have reported
- Provide customer insights and feedback to other teams including Sales, Development, Project Management and others
- Proactively engage existing customers to ensure successful adoption of the platform
- Maintain high levels of customer satisfaction by providing fast and accurate responses while closing a high volume of tickets
- Support leadership and actively contribute to key business initiatives
Skills
- Ability to learn product offerings and communicate value to potential customers
- Experience guiding customers through installation and training processes
- Ability to establish and maintain relationships with customers
- Expert product knowledge and ability to educate customers on functionality and uses
- Experience documenting, analyzing, troubleshooting, and testing software
- Ability to track interactions and keep customer data organized using ticketing tools
- Experience providing live chat, email, and phone support
- Ability to provide customer insights and feedback to other teams
- Proactive engagement with existing customers for successful adoption of the platform
- Ability to maintain high levels of customer satisfaction
- Support leadership and contribute to key business initiatives
Company Overview