Job Description
SaaS Customer Support Tier 1 (FULLY REMOTE)
- United States – Remote OK
- Full-Time
Help us redefine customer satisfaction, one support ticket at a time.
At WhatConverts we innovate and initiate! We are a dynamic SaaS company who offers a comprehensive lead tracking solution for marketers – one place to track ALL leads and prove the business value of your marketing spend. As a Customer Support Specialist I at WhatConverts, you will be entrusted with utilizing coding knowledge to solve our Tier 1 escalated tickets. A Customer Support Specialist places strong emphasis on customer training, consultation, and driving solutions.
This is a fully-remote, full-time position (40 hours per week).
In this role you’ll get to:
- Utilize knowledge of coding to assist customers via email, chat and the telephone on escalated tickets; ensuring they have the best experience possible when setting up an account, troubleshooting, and problem-solving.
- Utilize different systems, software and hardware to achieve customer satisfaction
- Exercise daily knowledge of the WhatConverts API and webhooks; including ability to troubleshoot
- Understand customer use cases and provide expertise on how WhatConverts can be leveraged to meet them
- Proactively search client accounts for potential future issues
- Work with the WhatConverts product team to design/build tools, while offering feedback that will speed up and increase the quality of support available
- Grow and develop customer relationships through proactive support with a focus on communication, expansion, adoption, retention and renewal
What we’re looking for:
- 2+ years of experience in technical customer support required; previous SaaS support experience preferred
- 2+ years of experience working with a modern frontend stack (JS, React, etc.)
- Strong knowledge of Google Analytics or similar web analytics experience
- Highly proficient in HTML, CSS, and JavaScript
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Ability to make customers feel empowered after interacting with support – there are no “silly” questions!
- Ability to speak with clarity and confidence to the end user, as well as the ability to write clearly and concisely
- Have an acute eye for detail and a high patience threshold