Customer Support Representative

Job Description: Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZeros product, services and processes Reliably meet personal and team case handling targets and SLA expectations Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers Requirements: Undergraduate degree (BA/BS) or equivalent experience preferred 2+ years experience in Customer Service/Support roles, preferably at a SaaS organization Active listener, passionately communicative, and empathetic; able to put yourself in customers shoes and advocate for them when necessary Proactive problem-solver; confident at troubleshooting and able to investigate if you dont have enough information to resolve customer issues Organized, articulate and reliable; strong diplomacy, tact, and poise when working through customer issues and escalations Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms Working knowledge of Zendesk strongly preferred