Customer Support Representative (Remote)

BA Global Talent is seeking a motivated and customer-centric individual for the Customer Support Specialist position to play a crucial part in ensuring customer happiness and retention by collaborating across various departments, responding to support tickets, and addressing customer inquiries with efficiency and precision.

You would be joining a fantastic group of people who not only demonstrate their belief in BA and its mission but also deliver fantastic results. If you are a self-starter and can thrive in a fast-paced environment, then this is the role for you! Apply now for an opportunity to start or further your career with a young, fast-growing company that values its front line.

Responsibilities:

1. Support customer happiness and retention through cross-functional collaboration with customer success, engineering, product, and sales teams.
2. Respond to support tickets, identifying and resolving customer issues promptly.
3. Relay advanced customer problems to customer success and engineering, providing detailed notes for effective resolution.
4. Create video recordings of solutions for customers to facilitate understanding.
5. Engage in phone conversations with customers to debug and resolve issues effectively.
6. Identify common questions and contribute to the creation of knowledge base articles.
7. Master the tools used in-house, including HubSpot and Intercom.

Requirements:

1. Excellent written communication skills.
2. Previous SaaS support experience.
3. Hands-on experience managing customer issues through ticketing solutions (e.g., Intercom).
4. Technical support experience, supporting customers using Enterprise Software or SaaS Solutions.
5. Comfortable on the phone, with strong email writing skills, and the ability to handle objections.
6. Sense of humor and a positive attitude, fostering a fun and collaborative work environment.
7. Ability to write about technical subjects clearly and engagingly.
8. Proactive approach to problem-solving, proposing solutions rather than just pointing out problems.
9. Proficient in leveraging tools, such as Excel and other software, to solve problems.

Preferred Qualifications:

1. Previous CRM experience, with familiarity in HubSpot is a plus.

Time Zone: PT

Schedule: 7 AM to 5:30 PM

Only resumes submitted in English will be considered.
All qualified applicants will receive consideration for job opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

About BA Global Talent

BA Global Talent is a young, fast-growing company that strives to provide high-quality remote service providers to US-based clients. BA was founded by a lawyer and a business administrator who harnessed their expertise and relevant local experiences to ensure that demanding employers can find high-quality, remote service providers to help their businesses grow.