Employer: PollyEx
The Role
The Customer Support Rep is a critical role within Polly’s Customer Success Team. This individual will help create a positive, valuable experience for each customer on each product. They will answer customer questions in an appropriate and timely manner and deliver fantastic support. This individual will learn Polly’s products inside and out and be able to complete Level 1 debugging for the customers.
Why Should I Choose Polly?
- We are attacking a trillion dollar market with gross inefficiencies.
- We have an experienced team that has built large and impactful platforms before.
- Fast and flexible team that ships new features every day.
- Competitive salary, equity, vision/dental/medical benefits.
- Flexible hours
- Latest technology: Python, Django, Vue.js, AWS
- Ability to work with industry and government leaders.
- Remote
Responsibilities
- Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
- Compose thoughtful, personalized responses for a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Identify, reproduce, and document bugs for the engineering teams
- Make active contributions to help achieve team goals and successes
- Complete Level 1 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
Requirements
- This role is remote
- Technically oriented – willing to learn new systems quickly and savvy in tools like Excel
- Passionate about customer support and about the role it plays in making a customer-centric team successful
- Ability to communicate technical problems in a elegant and tactful way
- Strong communication and writing ability
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues