Customer Support Associate
Sales Development – CSF /
We are looking 🔎 for two fantastic Customer Support Agents to join our team and assist our partner in California. 🇺🇸☀️The company you’ll be working with is a great SaaS provider that helps other companies manage their legal documents.
HKR was remote before it was even cool! 😎
Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy: “Whatever you are, be a good one” - Abraham Lincoln.
...but you can always drop by our locations in Bucharest and Cluj if you’re around.
To apply, please fill our external form. 🤞🏼
(You will be redirected to it automatically, once you click "Apply").
What you’ll be doing?
- 🔹 You'll respond to prospect and customer support tickets within the given SLAs, professionally;
- 🔹 You will write at least ten informative and accurate weekly knowledge base articles to help customers solve their problems;
- 🔹 You will schedule and coordinate customer calls for CSMs to ensure customers receive the highest level of service;
- 🔹 You'll answer customer support calls and assist customers with their technical issues and inquiries;
- 🔹 You will identify and escalate critical support issues to the appropriate team members for timely resolution;
- 🔹 You will maintain accurate records of customer interactions and support requests in our CRM system;
- 🔹 You will work with other team members to identify process improvements and increase efficiency, while keeping up-to-date with product updates and changes to provide accurate and effective customer support;
- 🔹 You'll be creative in solving customer issues and finding solutions that meet their needs.
- 🌀 You come with 1-2 years of past experience in Customer Support, preferably for a SaaS company;
- 🌀 You have excellent communication skills, especially in English - we are looking for someone native (C2) or close to native, both written and spoken;
- 🌀 You have a Bachelor's Degree from a college or university;
- 🌀 Having a tech-savvy background or even a passion for tech is considered a plus;
- 🌀 Past experience in Sales or Business Development is considered a plus;
- 🌀 You have strong people skills and a knack for problem-solving;
- 🌀 You come with the ability to manage multiple tasks and priorities in a fast-paced environment;
- 🌀 You have experience in using a CRM system or similar tool to manage customer interactions;
- 🌀 You are fun, optimistic, have a good laugh and at thе same time give it your best professional self.
- 💰 Great pay - and hey, the night shifts are paid 50% more!
- 🏠 Remote, full-time job; no city borders, apply from any location as long as it’s in Romania;
- 🕐 Rotating shifts: a morning shift (6 AM - 3 PM) and a night shift (9:30 PM - 6:30 AM)
- 🥳 Start-up culture, young team, no egos, no BS