Technical Customer Care Representative

📋 Description

• Provide technical help to customers via phone, email, and chat.
• Ask discovery questions to diagnose challenges and actions.
• Explain resolution paths in tech and non-tech terms; promote self-service.
• Escalate tickets to supervisors/engineers for complex issues.
• Document all interactions in Salesforce Service Cloud.
• Collaborate with QA to improve CSAT and skills.

🎯 Requirements

• 2+ years of technical customer support in a SaaS environment.
• Fluent in English; Spanish a plus.
• Experience in a B2B customer support setting.
• Strong communication and problem-solving skills.
• Self-starter with ownership in a fast-paced environment.
• SMB experience and freemium software a plus.

🎁 Benefits

• Health plans included for benefits-eligible role.
• Paid time off and company holidays.
• 401(k) retirement plan with company match.
• Other company-sponsored programs.