Customer Service Representative

Company Overview: PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified... The company has an aggressive road map of new features, customer requests, and new product releases. Job Summary: We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills. Responsibilities: • Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare. • Respond promptly and professionally to customer inquiries, troubleshoot technical issues, and provide guidance on product features and functionalities. • Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction. • Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers. • Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system. • Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback. • Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs. • Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers. Qualifications: • Bachelor's degree or equivalent experience in a related field. • Previous experience in customer service or support roles, preferably in a SaaS or technology-related industry. • Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner. • Strong problem-solving skills and the ability to troubleshoot technical issues independently. • Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems. • Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously. • Proficiency in using CRM software and other support tools is preferred. • Proficiency in Microsoft applications and tools. This entry level, Customer Service Representative position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers' experience with our SaaS products. If you are passionate about providing exceptional customer service and thrive in a collaborative environment, we encourage you to apply. Preferred Skills: • Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365 • Bachelor’s degree (or equivalent experience) • Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks. • Ability to perform in a dynamic and fast-paced environment. • Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.

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