SaaS Customer Support

The Coaches Console is looking for a remote customer support person who would be helping their clients with using a fairly complex SaaS app. Relevant experience is a plus but they will also be providing training and tutorials on how to get up to speed.

TCC needs someone to cover the hours between 12pm-8pm EST and can be in a long-term contract for 40 hours per week.

Responsibilities:
?? Respond to customer queries in a timely and accurate way via email, chat and Zoom
?? Identify customer needs and help customers use specific features
?? Document and report bugs and feature requests
?? Inform customers about new features and functionalities
?? Follow up with customers to ensure their technical issues are resolved

Requirements and skills:
?? Excellent verbal and written English communication skills (TCC's customers are primarily English speakers so native-level English is required)
?? Experience as a Customer Support Specialist or similar CS role
?? Familiarity with the industry is a plus
?? Experience using help desk software and remote support tools
?? Understanding of how CRM systems work
?? Excellent communication and problem-solving skills
?? Patience and positivity when handling tough cases

Tools to be used:
?? Zendesk
?? Zopim
?? Clickup
?? Zoom
?? Other internal admin tools
*Training will be provided for the Coaches Console software and all the other tools used.

About the client: ----------

For interested applicants, please send your cover letter and resume to ---------- with the subject line: "SaaS Customer Support - YOUR NAME". I would love to read about your customer service experience, your relevant skills and your familiarity with the tools needed for this job.