Responsibilities:
- Respond to customer inquiries via Intercom, Pylon, and email, ensuring all interactions are handled professionally, with empathy, and aligned with premium service standards.
- Leverage AI-powered support tools and knowledge bases to improve the customer experience and make it easier for CSMs to upsell services.
- Become an expert in the firm's software product, its use cases for customers, and how the company helps customers operate more efficiently and improve business outcomes.
- Configure and integrate customer hardware to support the firm's software platform, such as IP cameras, scales, and printers.
- Verify the customer experience, coordinate with the relevant engineering and implementation teams, and resolve issues quickly to minimize service disruptions.
- Share updates, flag recurring issues, and assist in implementing process improvements that enhance service delivery and operational efficiency.
- Be adaptable to changing processes, help refine operational practices, and consistently deliver results in a fast-paced environment.
Requirements:
- At least 3+ years of experience in a customer-facing support role, preferably in IT helpdesk, hardware support, IoT support, or a related technical function in a SaaS environment.
- At least 1 year of experience working with a technology startup, ideally U.S.- or Australia-based.
- Prior experience working with the Windows operating system, remote desktop software, and other software/IT tools such as Intercom.
- Exceptional English proficiency, C2 level preferred, with excellent written communication skills.
- Experience installing and setting up hardware, such as printers and cameras.
- A customer-first mindset with a bias toward action.
- Highly organized and detail-oriented.
- Demonstrated ability to work in a fast-paced, dynamic environment.
- Bachelor's degree or higher, summa cum laude, magna cum laude, cum laude, and/or Academic Scholar from a reputable college preferred.
Preferred Qualifications:
- Familiarity with systems such as Intercom, Pylon, and Google Sheets.
- Experience working in a physical IT helpdesk, troubleshooting hardware such as printers.
- Experience working with U.S.-based enterprise SaaS startups.
