Customer Support Representative

About the role

We are seeking an experienced Customer Support Representative to join our remote team. You will be the primary point of contact for users of a complex SaaS platform, handling live‑chat inquiries and ensuring a seamless customer experience from onboarding through issue resolution.

Key responsibilities

• Manage live‑chat conversations, guiding customers from initial inquiry to resolution.
• Develop deep knowledge of the software platform and clearly explain features.
• Troubleshoot product and software issues independently and close tickets efficiently.
• Support new customers with onboarding, setup, and configuration sessions.
• Assist with campaign implementation and conduct product demos or Q&A calls when needed.
• Identify sales opportunities and forward qualified prospects to the sales team.
• Document recurring issues and suggest process improvements.
• Collaborate with internal teams to escalate technical problems.

Required profile

• Minimum 2 years of customer support experience, preferably in SaaS or technical products.
• Proven ability to handle live‑chat support and manage support queues.
• Strong written and verbal English communication.
• Excellent troubleshooting and problem‑solving skills.
• Self‑motivated, able to work independently across time zones.

Required skills