Technical Support Representative

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step-by-step instructions to customers to resolve software-related issues.
• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
• Document customer interactions and technical issues in our support ticketing system.
• Assist customers with onboarding and training on our software products.
• Collaborate with the product development team to communicate customer feedback and potential improvements.
• Maintain up-to-date knowledge of our software products and services.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Skills, Knowledge and Expertise

• Strong technical aptitude and the ability to quickly learn and understand software products.
• Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.
• Exceptional problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Proficiency in using customer support software and tools (e.g., HubSpot).
• Bachelor’s degree in a related field or equivalent work experience.