Genesis Digital, a fully remote SaaS company, wants empathetic, tech-savvy agents to provide technical support for our Customer Support department.
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Please note that this role is for shift 1, with a start time of 6:00 - 8:00 AM Pacific, M-F with the rotation of working one or two weekends out of the month. For Romanian and South African applicants, this will be an evening shift.
An intermediate understanding of computer software and web browsers is required for this position.
About us:
Genesis Digital has been a SaaS industry leader since 2013. We’ve got start-up values with a professional infrastructure. We have a wide suite of products that require support from purchase all the way through the customer life cycle. We pride ourselves on providing world-class customer service while maintaining a family culture.
This is a full-time position with a profitable, stable, and growing company, ideal for smart, capable customer service professionals with technical and writing skills. This is THE opportunity to work on exciting new tech (from home!) with an awesome team.
About the role:
A Customer Success Agent at Genesis Digital is responsible for providing customers with a red carpet experience, from the time of purchase throughout the entire customer life cycle, as accounts and product expert. Customer Support activities include addressing all help desk tickets, live chat questions, and customer pain points, and participating in special projects as assigned.
Responsibilities:
- Provide written assistance to customers as an account and product expert
- Resolve basic to complex support problems for customer inquiries received via email help desk and live chat
- Recognize complex issues and report or escalate them to your supervisor
- Work under limited supervision with integrity, autonomy, initiative and independent judgment
- Cross-train on multiple products
- Assist in additional Customer Success jobs, such as video training with clients or development of strategies to better assist customers
Skills and Qualifications:
- Technical support experience dealing with troubleshooting and problem resolution, preferably with software
- Exceptional writing abilities to provide clear and empathetic support through email and live chat
- Strong communication and interpersonal skills
- Strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly
- Ability to efficiently manage time when working from home
- Passion for and responsibility to the customer
- Passion for what you do and drive to improve
- Personal and professional integrity
Genesis Digital is an Equal Opportunity Employer. Genesis Digital does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
