Customer Support Representative
Role Overview
As a Customer Support Representative, you will manage and respond to customer requests via email, chat, phone, and video, providing support and education to help customers achieve their goals. This mid-level role involves troubleshooting software issues, collaborating with product and customer success teams to improve the platform, and turning users into advocates by showcasing the software's ease and innovation. You will have a direct impact on customer satisfaction and engagement by assisting a globally distributed team.
Perks & Benefits
This role is fully remote with a globally distributed team, offering a collaborative and diverse culture. Work hours are from 13:00 to 21:00 ART, requiring availability for some weekend shifts, and the company provides reasonable accommodations for individuals with disabilities. You'll have opportunities for career growth through collaboration with product and customer success teams, fostering a supportive environment focused on helping customers and improving the platform.
Full Job Description
ABOUT THE TEAM
Our Customer Support team is based in several different countries, providing support to customers around the globe. We have a rich mixture of cultures and backgrounds and have a strong team spirit of helping each other. Our work helps unlock customers using our platform and drives improved customer satisfaction and engagement.
YOUR MISSION
As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals. As a successful candidate you will be able to convey how exciting and innovative our software is. You will turn our current customer base into Mural fanatics by showing how easy and fun it is to collaborate in design thinking with Mural.
WHAT YOU'LL DO
Manage and respond to customer requests
Understand our customers and become their advocate
Educate and instruct customers through email, chat, phone call and video
Assist the Customer Experience team with managing their accounts as needed
Collaborate with the Product team on how to improve the product
Collaborate with Customer Success on education programs
WHAT YOU'LL BRING
2+ years experience in software customer support (ideally B2B)
Fluency in spoken and written English (additional languages are a plus)
Willingness and passion for understanding, helping and teaching customers
The curiosity to find new, better ways to solve problems
A strong passion to help teams succeed, and empathy with users
Experience troubleshooting and reporting software bugs
Experience tracking bugs with a QA and team
Great visual communication skills
The ability to provide clear and concise guidance through emails, over the phone, video or in person
Availability to work some weekend shifts
The hours will be 13 to 21hs ART
Equal Opportunity
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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