Role Overview
We're seeking a Customer Support Specialist to provide exceptional service and support to our growing customer base. In this role, you will be a primary point of contact for customer inquiries, demonstrating a deep understanding of our product, a problem-solving mindset, and a commitment to creating outstanding customer experiences. Your contributions will be key to our mission of empowering users with reliable, responsive support as they navigate our marketing solutions.
Key Responsibilities
- Deliver timely, accurate, and empathetic customer support via chat, email, and phone.
- Troubleshoot technical issues, guide customers through solutions, and escalate complex cases as needed.
- Gather customer feedback and work with the development team to improve the platform.
- Create and update knowledge base articles, tutorials, and support documentation.
- Monitor customer health metrics and follow up to ensure complete issue resolution.
- Conduct webinars or live sessions to educate customers about new features and best practices.
- Collaborate with the product team to identify trends in customer inquiries and product feedback.
Qualifications
- 2+ years of customer support experience, preferably in a SaaS environment.
- Strong understanding of SaaS platforms and the digital marketing landscape.
- Excellent written and verbal communication skills.
- A proven track record of handling a variety of customer service issues.
- Technical aptitude and the ability to quickly learn and explain technical concepts.
- Empathetic and customer-centric approach to support.
- Experience with customer support tools and CRM software.
Evercopy is an equal opportunity employer. We value diversity and inclusivity, and we're committed to building a team that represents a variety of backgrounds, perspectives, and skills.
