Customer Success Agent / Customer Support

---------- is dedicated to helping people have quality relationships with their prospects and customers!

We do this by providing a one-of-a-kind LinkedIn connection tool, personalized email videoing platform, and self-service booking platform. All this within Telloe, a simple to use web application with a superior user interface, Telloe leaves other tools in the dust.

The Role

We are currently seeking a driven and motivated customer service representative to join our growing business and dynamic team. This is a remote role.

The ideal candidate must have previous customer success/support experience in software or online applications. You will be required to drive new client experiences and support existing customers.

The role requires you to:

• Communicate with clients to troubleshoot and identify issues.
• Confidently sustain relationships with existing and new clients by delivering high-quality professional support and experience.
• Onboard/train new clients on how to best utilize our software for their processes.
• Manage your time and efforts to efficiently tend to and increase client satisfaction.
• Be pro-active and client-focused to understand their needs.
• Think on your feet and quickly provide solutions to client issues and inquiries.
• Manage your time and prioritize issues accordingly.
• Work well in a team environment.
• Work on processes and tools to improves client satisfaction.

Responsibilities:

• Drive efficient on-boarding of new clients from the initial sign-up to go live.
• Deliver continuous support and maintain client satisfaction.
• Troubleshoot and solve issues with clients via email, phone, and the use of online tools.
• Address any and all issues the clients may have with the software, system training needs, and various troubleshooting.
• Manage support requests through a ticketing system.
• Support clients using internal tools to perform tasks that may require data import/upload, data or file format transformations, bulk notifications to users, modification of client account settings.
• Investigate, reproduce, and identify issues for escalation to the development team where a code fix is required.
• Update a support knowledge base to allow clients to get self-help.
• Liaise with the development/product team and provide feedback to create a smoother experience for clients and minimize support.
• Log client interaction in our CRM
• Respond to both email, chat, and video all inquiries including face to face on Zoom.
• Create and send newsletter campaigns for system updates or client-related topics.
• Conduct client success-related campaigns.
• Produce performance reports with attention to detail.

To be successful, you will require:

• Demonstrated excellent customer service experience.
• To have the ability to break down a business process and identify key elements within our software to suit the customers' needs.
• Be well spoken. Possess excellent verbal and written communication skills.
• Confidence in dealing with Senior decision-makers including managers and directors.
• A persistent and resilient attitude. Able to think on your feet.
• Good understanding/familiarity with Internet technologies
• Familiarity with Microsoft Outlook, Excel, and spreadsheets.
• As there is a technical component to this role, experience in supporting web application technologies will be looked upon favorably.
• You must have a speedy, reliable internet connection and a work environment set up that enables you to be professional at all times.

Working for us, you will enjoy:

• We are a very small but encouraging team where you are not bogged down by process or large company negatives.
• Relaxed work environment where you can be yourself.
• Some flexibility in working hours can be arranged after an initial period and further tea ---------- mbers is added to help encouraging great work/life balance.
• Ability to work from home.
• You must be a well-organized and self-sufficient individual with the ability to work from home productively and have a great attitude towards work.

Hours

Approximately 38 hours a week. Working from home.

Salary

Negotiable based on experience.

How to Apply

Apply today and don't miss out on this exciting career opportunity. Please include the word ‘Roo at the top of your cover letter so that we know you have good attention to detail.

Please email your application and resume to ----------

No agencies, please.