Customer Support Specialist I (SaaS)

TL;DR

Customer Support Specialist I (SaaS): Providing multi-channel support via email, chat, and phone regarding account info, billing, and order statuses with an accent on first-call resolution. Focus on resolving customer concerns independently, managing basic account tasks, and maintaining high professionalism.

Location: Remote (Must be based in the US)

Salary: $17 per hour

Company

Leading provider of aerial imagery, property insights, and geospatial data software.

What you will do

• Handle inbound calls, emails, and chats from potential and existing clients.
• Assess and resolve customer issues efficiently to ensure first-call resolution.
• Execute Tier One responsibilities including order entry and basic account management.
• Stay updated on company news and department processes through required training.
• Collaborate with the team and escalate critical customer issues for optimal resolution.

Requirements

• Minimum 1 year of Customer Service experience.
• Minimum 1 year of experience with Salesforce or other CRM applications.
• Weekend availability on Saturday & Sunday is required.
• High School Diploma or equivalent (GED).
• Must be at least 18 years of age.

Nice to have

• Proficiency with Microsoft Office Suite (Excel, Outlook, and Word).
• Ability to navigate multiple applications simultaneously in a fast-paced environment.
• Strong de-escalation and problem-solving skills.
• Experience managing challenging customers and building rapport.

Culture & Benefits

• Comprehensive insurance including Medical, Dental, and Vision.
• Financial security with a 401(k) Plan and Health Savings Account (HSA).
• Paid Time Off (PTO), Sick leave, and Parental Leave.
• Company-provided laptop and docking station.
• Additional perks such as Life Insurance and Pet Insurance.