What are the responsibilities and job description for the Software support specialist SaaS position at Erply?
We are looking for a Customer Support Specialist to join our team, headquartered in Miami FL. Your role will be to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Skills
- 1-2 years of software customer service experience
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how Helpdesk systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
About us
Erply provides cloud-based, Point of Sale and Inventory Management software for retailers.
With offices in Tallinn, London, New York, and Sydney, Erply is sold and supported globally. More than 100,000 businesses processing over $10 billion in transactions use Erply. Founded in 2009 with offices in the USA, Europe, Canada, and Australia, Erply is backed by Redpoint and Index Ventures.
Erply has grown significantly, in terms of the level of service we want to deliver to our customers. As a result, we are adding to our team in the US, and looking to bring on talented individuals to work within our team as we continue to grow our business. This is a great opportunity to build a career in a fast-growing, innovative company!
Job Type: Full-time
Pay: $27,956.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Education:
- Bachelor's (Preferred)
Experience:
- Technical support: 2 years (Required)
Work Location: One location