Client Support Representative (CSR)

Requirements

Must have:

– Minimum 2 years of experience in Client Success or Support within a Tech or SaaS setting. – Strong competencies including empathy, collaboration, ownership, and focus on clients, colleagues, and business stakeholders. – Proficient in various web browsers, Outlook, Dropbox, Google Workspace applications, MS Word, and Excel. – Excellent problem-solving skills with the ability to resolve issues swiftly under pressure. – Outstanding written and verbal communication abilities. – Self-motivated and capable of effective prioritization in a fast-paced software development environment. – Preferred: Associates degree or higher in Business Administration, Accounting, Information Technology, or similar field. – Preferred: Basic understanding of bookkeeping principles and familiarity with accounting software like QuickBooks. – Preferred: Experience with Android, iOS, remote desktop applications, and help desk software. – Preferred: Previous experience in the HOA management sector or bookkeeping.

Responsibilities:

• Deliver timely and professional support through ticket queues, phone, email, or chat for iOS, Android, and web platforms. – Assist customers with basic software setups, installations, and remote troubleshooting for Smartwebs HOA management and accounting software. – Collaborate with management and development teams to enhance products and processes, escalating complex issues when necessary. – Ensure ownership of the customer experience, providing timely resolutions and proactive follow-up. – Maintain accurate records of customer issues and resolutions within the ticketing system. – Achieve or exceed SLA response and resolution times for assigned ticket tiers and categories. – Identify opportunities to improve customer support workflows and contribute to updates in the knowledge base. – Carry out other administrative tasks as required.

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Company:

We are Smartwebs, a fast-evolving SaaS company focused on delivering exceptional customer service. Our Customer Support Representative role provides an opportunity to make a significant impact on client satisfaction and retention within a supportive and collaborative team environment. We offer a competitive salary package along with benefits and the potential for career growth. Join us in shaping the future of client support at our company!