Customer Care Agent

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About Us:

The client is a SaaS platform founded in 2010 to service the needs of the non-profit and social service communities across the United States. We’ve built our training programs to focus on employees retaining more knowledge through interactive exercises, real-world situations, and engaging simulations.

Position Overview:

As a Customer Care Agent, you will be the first point of contact for our customers, handling initial inquiries and providing support through Freshdesk, email, or phone. You will manage the intake process for customer issues, resolve smaller technical and administrative tasks related to their problems, and escalate more complex issues to our technical support team. This role requires a strong customer service orientation, familiarity with SaaS software, and the ability to manage basic technical tasks.

Key Responsibilities:

Serve as the initial point of contact for customer inquiries via Freshdesk, email, and phone.

Gather information, diagnose issues, and determine the appropriate level of support for customer intake.

Independently resolve minor issues, including retrieving user information, emailing certificates, and resetting expired courses.

Escalate complex issues to the technical support team with detailed documentation.

Maintain up-to-date knowledge of our software systems, including basic technical administration tasks.

Provide timely and accurate responses to customer inquiries, ensuring a positive customer experience.

Assist in creating and updating support documentation to improve customer self-service options.

Collaborate with internal teams to ensure customer issues are resolved efficiently and effectively.

Qualifications:

3-5 years of experience in customer support or a related role, preferably within a SaaS or startup environment.

Proficiency in Freshdesk or similar customer support software.

Strong working knowledge of Microsoft Office 365.

Experience with basic technical administration tasks, such as retrieving user information and resetting accounts.

Strong problem-solving skills and the ability to work independently on smaller issues.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Experience in handling customer inquiries via email, chat, and phone.