Customer Success Representative

Accountabilities: In this role, you will serve as a key point of contact for customers, helping them navigate software products, resolve technical issues, and maximize the value of their accounts. Your responsibilities will include: Respond to incoming customer inquiries and accurately document interactions and customer information in the support database. Communicate with customers in a friendly, professional, and attentive manner, understanding their concerns and providing effective solutions. Troubleshoot reported software issues by reproducing errors, reviewing system logs, and using other diagnostic methods. Collaborate with management and software development teams to resolve bugs, escalate enhancement requests, and improve ticket resolution processes. Guide new customers through software setup and customization sessions using screen-sharing tools to help tailor solutions to their business needs. Train system administrators and end users to ensure they can use the software effectively. Re-engage customers with low account activity and encourage stronger product adoption. Stay informed about new products, services, features, and company policies to provide accurate and up-to-date support. Use available resources and support tools to manage multiple customer requests efficiently and maintain high service standards. Requirements The ideal candidate is customer-focused, technically curious, and comfortable managing multiple priorities in a remote team environment. You should demonstrate strong communication and problem-solving skills, along with the initiative to take ownership of customer issues. Key qualifications include: Previous experience in a customer service or call center environment. Strong problem-solving skills and the ability to investigate issues, identify solutions, and follow through to resolution. Excellent verbal and written communication skills, with a professional and customer-oriented approach. Strong multitasking, organizational, and time-management abilities. Attention to detail and accurate documentation skills. Ability to work independently, take initiative, and collaborate effectively with colleagues. Experience with customer support ticketing systems such as Zendesk is preferred. Previous experience using CRM platforms is preferred. Familiarity with video conferencing and screen-sharing tools such as Zoom or Microsoft Teams is preferred. Ability to learn software products quickly and explain technical information clearly to customers. Must reside in one of the following states: Michigan, Ohio, Texas, Florida, Oregon, or Missouri. Must be currently authorized to work in the United States and maintain work authorization throughout employment. Visa sponsorship is not available. Availability to work until 6 p.m. Eastern Time. Benefits Full-time, remote position with the flexibility to work from home. Comprehensive benefits package, including medical and vision coverage. 401(k) retirement plan. Paid time off (PTO). Opportunities for personal and professional development. Supportive workplace culture built around employee value and collaboration. Opportunity to contribute directly to customer satisfaction and the improvement of SaaS products.