EverPro - Customer Support Representative (Remote, CO)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 745,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/enWe are looking for a Customer Support Representative to focus on our Studio Director Product. Customer Support Representatives (Tier 2) contribute to the overall success of the team by managing and organizing cases escalated from phone, e-mail and Help Center tickets. Customer Support Representative serve a critical role as the knowledge and energy leaders for the Studio Director Team.Core Responsibilities:Passionately supporting The Studio Director's commitment to creating an outstanding experience for each of our customersTaking calls and emails from existing Studio Director customers, answering questions, working to resolve issues, and payment processing account changesAd-hoc training for customersMastering The Studio Director software in order to provide customers with guidance on how to best use our productExpressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible Identify recurring customer issues and provide recommendations for process improvements, product enhancements, and knowledge base updatesSurprising and delighting our customers with a handwritten note, remembering a birthday, or otherwise going the extra mile to knock their socks offReducing cancellations by solving problems and offering solutions to customers experiencing any issuesSkills & Experience:Bachelor’s degree and minimum one year related work experience requiredTechnical software experience a plus, but not requiredStrong troubleshooting and problem-solving skills with the ability to manage complex customer issues independentlyMust be friendly, professional, and committed to creating long-term relationships with our customersOrganized, detail-oriented individual capable of meeting short-deadline projects on a daily basisStrong writing and phone skillsCritical thinker and a willingness to problem-solveA team player who performs well independentlyAbility to multitask, take direction and execute with precisionMust be a confident, adaptable self-starter who thrives in an empowered, fast-paced environmentWhere:The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.Benefits and Perks:Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid Continued investment in your professional development Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. 401k with up to a 4% match and immediate vesting Flexible and generous (FTO) time-off Employee Stock Purchase Program Compensation:The hourly pay range for this position is $19.00 - $21.00 USD in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!