[Remote] Customer Service Representative
Note: The job is a remote job and is open to candidates in USA. ParkingPass.com is a leader in residential and public parking management, seeking a Customer Service Representative to join their Customer Success team. The CSR will provide exceptional support, solve technical challenges, and help customers maximize the value of the company's software product.
Responsibilities
- Provide timely and effective support via email, chat, and phone, addressing inquiries related to product usage, features, troubleshooting, and billing
- Diagnose and resolve technical issues, including login errors, software bugs, configuration challenges, and integration questions
- Become a deep expert in our SaaS product, clearly articulating its value, capabilities, and best practices to customers
- Contribute to and maintain accurate help articles, FAQs, and internal documentation to improve self-service capabilities
- Act as the voice of the customer by logging, tracking, and communicating customer feedback and recurring issues to the Product and Engineering teams
- Monitor customer sentiment and proactively reach out to ensure successful product adoption and satisfaction, contributing to high retention rates
- Adhere to defined response and resolution times, ensuring a high quality of service delivery
Skills
- 1-2 years of experience in a customer-facing role, preferably in technical support or customer service
- Demonstrated ability to quickly learn and navigate complex software products (experience with SaaS is a major plus)
- Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users clearly and patiently
- Proven analytical and troubleshooting skills with an ability to think critically under pressure
- Experience using customer relationship management (CRM) software (HubSpot) and support ticketing systems
- Previous experience working within a B2B or B2C SaaS environment
- Basic understanding of API concepts and third-party integrations
- Bachelor's degree in a relevant field or equivalent practical experience
Benefits
- Health Insurance Provided
- 3 Weeks PTO
Company Overview