About the job
About Our Client A dynamic organization seeks a passionate Customer Support Representative to contribute knowledge and expertise to its B2B support team. This is a 100% remote position with an opportunity to work a hybrid schedule for candidates who live near the company's global headquarters in Chicago. The cybersecurity software offered by this organization is trusted by millions of people and thousands of organizations worldwide. Join one of the fastest-growing cybersecurity companies and gain valuable skills while providing best-in-class technical support to customers. About the Job As a Customer Support Representative, you will handle customer requests and feedback via phone and email through Salesforce, including troubleshooting and real-time assistance. The Customer Support Representative will be a highly organized go-getter and problem-solver who seeks to enhance the customer experience by delivering accurate, quick, and professional assistance. Responsibilities - Answer incoming customer calls, tickets, and chats regarding product problems, service questions, and general client concerns. - Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies. - Know when to escalate more in-depth issues to the Tier 2 team. - Provide excellent B2B customer service and top-notch support. - Maintain a high level of professionalism with customers and work 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. - Salesforce experience. - ServiceNow experience. - Technical proficiency with smartphones, tablets, and computers. Benefits - Voluntary Short/Long Term Disability Insurance. - 401K (Roth/Traditional). - A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc.).
