Customer Support Representative

New York, United States | Customer Success | Full-time | Fully remote

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CUSTOMER SUPPORT REPRESENTATIVE

We look for people who are passionate about customer experience and nurturing relations! Your daily goal will be to WOW InEvent's users with your guidance and support, always staying connected with your team. Your experience is not the most important factor here, but your will to learn and make it happen!

 

RESPONSIBILITIES

  • Support InEvent federal-level clients via chat support, emails, and inbound calls with high energy and active listening. 

  • Meet CS KPIs of response time, first call resolution and Customer Satisfaction (CSAT) on all queries; 

  • Keep up to date with customer lifecycle and interactions to be aware of recent account requests and requirements

  • Identify issues with customers, investigate queries, and report issues and/or potential improvements to InEvent’s development team;

  • Learn continuously about tech and platform updates; 

  • Work with team members to test and improve performance using the platform;

  • Become a subject matter expert (SME) on the InEvent product.

  • Work autonomously to find solutions and improvements for InEvent’s customers and internal teams

  • Adhere to the role’s compliance and security requirements 

 

PRE-REQUISITES

  • 2+ years of experience in Customer Success is a must

  • Fluent English to communicate in writing and voice with customers around the world;

  • Fluency in other languages is a plus;

  • Experience working in a customer service role in a SaaS or tech company;

  • Experience working with government contracts a plus

  • Outstanding communication skills and empathy;

  • Flexibility and adaptability to service multicultural customers;

  • Happy to work between 4 am - 8 am EST

  • Very (very) resilient to learn continuously in a startup!

PERKS

  • Health Insurance,

  • Paid Time Off (PTO);

  • Birthday Gift and Work Anniversary Gifts.

    CONTRACT: This is a Permanent, Full-time position (30hrs per week).