Customer Support Representative

The Level 1 Customer Chat Representative role is responsible for day-to-day interaction with customers who reach out for assistance. They have an in-depth knowledge of the Cirrus Insight and how to triage numerous issues. Knowledge of Salesforce is an advantage but not a requirement. A keen eye for detail, work ethic, time management, and Customer Service skills are required to serve in this capacity. This role reports directly to the Manager of Customer Support.

 

Duties and Responsibilities

    • Answer Incoming Chats 8-5 EST

    • Assist, empower and engage Customers who reach out for assistance with support questions or issues.

    • General understanding of license management, Product Features, and Troubleshooting Steps.

    • Communicate with Team (L1, L2) common cases/issues and themes customers are reporting.

    • Attend Daily Support Stand-Up Meeting to report on blockers and common themes to identify trends

    • Resolve customer cases and inquiries.

    • Gather relevant and accurate data when a case needs to be escalated.

    • Confer with L2 Teams on issues when not able to resolve a case.

    • Schedule Screenshares with Customers and Handoff to L2 Rep when needed.

    • Escalation of cases as appropriate.

    • Participate in bi-weekly reviews with the Manager to ensure compliance with Support Policies in regard to customer issue resolution, etiquette, and satisfaction.

 

Requirements and Qualifications

      • Must possess a passion for customer service.

      • Excellent written and verbal skills.

      • Proficient typing speed and accuracy

      • Fast Learner

      • A working understanding of Gmail, Chrome, and Outlook with the ability to low-level troubleshoot.

      • Knowledge in the usage of Salesforce is advantageous, but not necessarily required.



What You’ll Get:

  • Competitive salary and potential for equity.

  • Comprehensive medical, dental, and vision plan options

  • Paid Maternity & Paternity Leave, and Short & Long Term Disability

  • Competitive Paid time off plan and holidays

  • 401(k) plan

  • A collaborative work environment where you’ll learn about and influence every aspect of the business

  • An environment that fosters transparency and the company vision through frequent company updates, employee engagement events, dedication to people operations, and goal settings with advancement opportunities.