Customer Support Representative

1 day, 3 hours ago
Full-time
Junior
Customer and Technical Support
airSlate

airSlate

airSlate provides document workflow automation solutions with intuitive design, secure eSignatures, and customizable no-code Bots for streamlined business processes.

Professional Services
251-1K
Founded 2006
$182M raised

Description

  • Resolve support issues received through the CRM system via tickets and chats.
  • Handle subscription and billing questions, product usage issues, and account-related concerns.
  • Manage issue tickets in Jira and work with Development and QA to resolve them promptly.
  • Conduct product demos and guide users through DocHub features and workflows.
  • Identify customer needs to improve satisfaction and retention.
  • Build trusted customer relationships through clear, interactive communication.
  • Manage high volumes of incoming inquiries while balancing speed and quality.
  • Switch between chats and tickets based on volume and priority using internal tools, the knowledge base, and defined processes.
  • Escalate complex customer cases with support from the team lead.
  • Meet individual and team targets aligned with 24/7 support and retention OKRs.

Requirements

  • 2+ years of experience as a Support Specialist in an IT company.
  • Fluent English with excellent grammar and writing skills.
  • Strong customer service skills and a passion for helping others.
  • Excellent written and verbal communication skills with empathy across chats and tickets.
  • Flexibility and adaptability, including comfort with night shifts and mid-week days off, to support the US market 24/7.
  • A team-oriented mindset and ability to learn quickly in a changing product environment.
  • Technical background or technical aptitude (preferred).
  • Experience with SaaS products (preferred).
  • Understanding of subscription-based billing systems (preferred).
  • Experience conducting product demos or guiding users through product features (preferred).

Benefits

  • Flexible working environment with remote and hybrid options across multiple countries.
  • Competitive compensation with salaries based on local market conditions and experience, plus a performance-based bonus system.
  • Professional growth and learning support, including courses, conferences, and learning resources.
  • Career growth and internal mobility opportunities within airSlate.
  • Comprehensive health and well-being benefits, including health coverage, wellness programmes, and fitness options.
  • Quarterly company-wide Mental Health Days.
  • Family-friendly culture with flexibility for parents and company-wide family days.
  • Support for charitable initiatives through the airSlate Care programme.

Interested in this position?

Apply directly on the company website

Apply Now

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