Responsibilities
- Respond promptly and courteously to inquiries about the software platform and related services.
- Analyze and address customer concerns via phone or digital channels, including issues with system setup and feature usage.
- Engage with users to solve complex problems that lack standard resolutions.
- Log and track incoming support tickets with accurate details of reported issues.
- Collaborate with clients to ensure solutions align with their operational needs.
- Maintain up-to-date knowledge of product features and emerging offerings.
- Detect and report issues related to software releases.
- Consult with senior support team members to escalate unresolved cases when necessary.
- Ensure all support cases are thoroughly documented following established procedures.
Compensation
Eligible for benefits with 30+ hours weekly; 15 days PTO in first year; 11 paid holidays and 3 floating days; caregiver leave benefits included.
Work Arrangement
Remote (Worldwide)
Other
- The shift for this role is 11am - 8pm EST Monday - Friday.
- Employees scheduled to work 30 or more hours per week are eligible for benefits.
- Fifteen days Paid Time Off (PTO) accrued in the first year of employment.
- 11 paid holidays plus 3 floating days.
- Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
