Technical Support Representative (Graveyard Shift))

We are hiring product support representatives for a B2B SaaS company

• Previous customer service experience in a relevant capacity - even better if you’ve been in Customer Success or Customer Support/ Tech Support/Product Support from Product company preferably B2B SaaS
• Excellent written/verbal English communication skills are required, fluency in other languages is a plus!
• Ability to easily adapt to CRM systems and automation tools.
• You can maintain a positive, empathetic, and professional attitude to customers/clients at all times.
• Ideally, you LOVE tech, and marketing, and are constantly learning new things.
• Ability to pass a pre-employment background check specific to the position applied for.

• Fielding and servicing all direct customer inquiries and requirements, working in conjunction with the internal teams in accordance with agreed strategies and business plans.
• Assisting with new client trial-to-pay conversion through contributing to demos, taking part in presentations, and speaking to the long-term success of clients.
• Daily correspondence through any number of channels, including video conferencing, email, telephone and social media inquiries - from customers regarding requirements that include product information, pricing, services, and delivery information.
• Providing customer service on small to midsize accounts of moderate complexity.
• Providing regular status reports and communication on the progress of client concerns, issues, and bugs both internally and externally.
• Conducting product training to clients as needed.
• Addressing and resolving customer conflicts in an effective and professional approach.
• Acting as a liaison with colleagues throughout all departments to drive a common strategy.