Customer Support Associate - EMEA

October 12

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respond.io

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💰 $7M Series A on 2022-09

Description

• At Respond.io , Customer Support Associates are pivotal to our company’s success. • You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. • In this role, your main priority is to drive excellent support and maintain customer satisfaction. • Deliver high quality support and operate as a safety net to customers of our SaaS product. • Communicate and respond varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries. • Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment. • Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions. • Empower customers to self-serve and help users navigate our on-demand success resources. • Working collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems.

Requirements

• 2+ years of experience in a Customer Support role preferably in a SaaS or IT company • Excellent communication skills in English as well as listening skills and the proven ability to understand customer’s inquiries • Ability to speak English and Arabic fluently is a Must • Ability to clearly explain complex ideas verbally and in writing • Ability to dig deeper to uncover customer’s true objectives • High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers • Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact • Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines • Excellent organization, and time management skills • Teamwork mentality and willingness to assist wherever needed

Benefits

• You will become part of an amazing culture with smart teammates who actually care • You will grow more here than you would anywhere else, that is a promise • Pizza parties, birthday gifts, social events (Go-Kart, Talent Show, Movie Night), you'll always be looking forward to it! • Beer O'Clock on Fridays? Nah, we have it every day! • Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it • You'll be entitled to stock options with terms and condition • Flexible working environment and working hours