About the job
About Our Client A dynamic technology firm is seeking a passionate Customer Support Representative to contribute knowledge and expertise to its B2B support team. This position is fully remote with an opportunity for a hybrid schedule for candidates located near the company's global headquarters in Chicago. The company's cybersecurity software is trusted by millions of individuals and thousands of organizations worldwide. Become part of one of the fastest-growing cybersecurity companies while gaining valuable skills and providing top-tier technical support to customers. About The Role As a Customer Support Representative, the role involves handling customer requests and feedback via phone and email through Salesforce, including troubleshooting and providing real-time assistance. The ideal candidate will be a highly organized go-getter and problem-solver dedicated to enhancing customer experience through accurate, quick, and professional assistance. **Shift:** Wednesday-Sunday **Hours:** 6pm-3am Responsibilities - Answer incoming customer calls, tickets, and chats regarding product issues, service inquiries, and general client concerns. - Stay consistently updated on product knowledge and collaborate with management and other teams to remain informed of any changes in company policies. - Recognize when to escalate more complex issues to the Tier 2 team. - Provide excellent B2B customer service and exceptional support. - Maintain a high level of professionalism with customers and strive to establish a positive rapport with each of them. Requirements - 1+ years of experience in a technical support role. - Experience with Google Docs and MS Office tools. - Excellent communication and presentation skills, both written and verbal. - Ability to work independently and as part of a team in a fast-paced, high-growth environment. - Proven history of maintaining a high level of professionalism with customers. Preferred - Bachelor’s degree. - Experience with Salesforce. - Experience with ServiceNow. - Technical proficiency with smartphones, tablets, and computers. Benefits - Voluntary Short/Long Term Disability Insurance. - 401K (Roth/Traditional). - A generous PTO plan that acknowledges your commitment and seniority (including paid Bereavement/Jury Duty, etc.).
