Customer Support Representative, Colossyan

• 3+ years of experience in customer support, preferably in a fast-paced environment with various communication channels (voice, email, chat)
• Technical proficiency to understand, troubleshoot and resolve issues through critical thinking and logic
• Excellent written and verbal communication skills in English; including the ability to express opinions and "disagree and commit" when needed, other languages are a plus
• Proficiency in Windows and Mac operating systems, Google Suite and Slack
• Effective project management skills and the ability to handle multiple tasks simultaneously, prioritise tasks effectively and demonstrate flexibility
• Strong passion for continuous learning and knowledge enhancement with the ability to adapt to new tools and technologies
• Ability to work independently - taking ownership - and as a reliable member of a team

Desirable

• Be the trusted point of contact for Colossyan platform users, providing technical and product support via live chat, email, and phone
• Collaborate with cross-functional teams across Engineering, Product, Marketing, Legal, Finance, Sales, Success, and more to problem-solve and develop solutions that incorporate customer feedback
• Assist in managing open customer issues, including troubleshooting technical problems, escalating bugs, and collaborating with the development team
• Create and maintain help centre articles and Intercom data to enrich customer support resources and ensure accurate and up-to-date information is available
• Analyse customer support data, reporting, and metrics, and communicate results to relevant stakeholders for continuous improvement
• Identify opportunities to improve Colossyan's customer support playbook and processes
• Embrace a hybrid work model, allowing you to choose between office and remote work