Note: The job is a remote job and is open to candidates in USA. ContactMonkey is a company focused on enhancing employee engagement through innovative communication solutions. They are seeking a Technical Support Representative to provide exceptional customer service by resolving product queries and troubleshooting issues for clients worldwide, ensuring high levels of client satisfaction.
Responsibilities
- Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
- Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
- Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
- Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency
Skills
- At least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
- Excellent communicator, able to convey complex technical concepts into clear, actionable information
- Quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
- Value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions
- Patient, personable, and have a great sense of humor
- Ability to build trust and positive rapport through helpful service
- Collaborate on process improvements and share insights with the team
- Experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail
- Familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
- Experience with AI, able to effectively prompt, interpret, and humanize responses
- Proficient with HTML and JSON analysis
Benefits
- 100% employer-paid benefits + a Health Spending Account from day one
- Work from anywhere in the world for up to 4 weeks
- Stock option plan-own a piece of our success
- Generous vacation package to recharge and relax
- Personal development budget to fuel your growth
- One personal day and one volunteering day to give back to the community
- Your Birthday off—celebrate on us!
- Five health days per year to stay at your best
Company Overview
ContactMonkey is an internal communications platform that helps companies create, send, and track internal comms from Outlook or Gmail. It was founded in 2010, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is https://www.contactmonkey.com.