Experienced Customer Service Representative – Software-as-a-Service (SaaS) Platform Support Specialist

Join Our Dynamic Team at PoliteMail Software and Make a Lasting Impact on Customer Experience Are you passionate about delivering exceptional customer service and working in a collaborative environment? Do you thrive in a fast-paced setting and enjoy helping others resolve complex issues? If so, we invite you to explore this exciting opportunity to join our team as a Customer Service Representative at PoliteMail Software, a leading provider of innovative SaaS solutions for enterprise employee communications.

About PoliteMail Software

PoliteMail Software was founded in 2006 with a mission to revolutionize the way organizations measure and optimize their Microsoft Outlook and Exchange mail messages. Over the years, we have grown rapidly, earning recognition as one of the fastest-growing companies in the US, as featured on the Inc. 5000 list in 2018 and 2019. Our commitment to innovation and customer satisfaction has led to partnerships with 27% of the largest US employers, solidifying our position as a trusted leader in the industry.

Our Culture and Values

At PoliteMail Software, we pride ourselves on our dynamic and supportive work environment, where collaboration, transparency, and teamwork thrive. Our Great Place to Work-Certified status is a testament to our dedication to creating a positive and inclusive workplace culture. We believe in empowering our employees to grow and develop their skills, and we offer a range of opportunities for professional growth and development.

Job Summary

As a Customer Service Representative, 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.

Key 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.

Essential 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.

Preferred Skills

* Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365.

• 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.

Benefits and Perks

At PoliteMail Software, we offer a comprehensive benefits package to support the well-being and growth of our employees. Some of the benefits and perks include:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k & Company Match
• Generous PTO & Company Holidays
• Quarterly Company events

Why Join Our Team?

As a Customer Service Representative at PoliteMail Software, you will have the opportunity to:

• Work with a dynamic and supportive team of professionals who share your passion for delivering exceptional customer service.
• Develop your skills and expertise in a fast-paced and innovative environment.
• Make a meaningful impact on customer experience and satisfaction.
• Enjoy a comprehensive benefits package and competitive compensation.
• Participate in quarterly company events and team-building activities.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply for this job