Customer Support Specialist

1 week ago


Doral, Florida, United States Playbypoint Full time
About Playbypoint

Playbypoint is a leading provider of innovative enterprise software solutions for the racquet sports industry. Our cutting-edge technology enables clubs, players, and coaches to operate more efficiently and enhance their game.

Job Description

We are seeking a highly skilled Customer Support Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Provide responsive and thorough support to customers through various channels, including live chat, email, phone, and screen shares.
  • Help customers navigate and maximize the benefits of our software solutions, including providing training and practical tips.
  • Resolve any software-related issues, offering timely and effective solutions or alternatives.
  • Work closely with our development team to address and resolve complex technical issues, ensuring continuous product improvement.
  • Maintain detailed and accurate records of all customer interactions, support requests, and actions taken.
  • Continuously develop and refine customer support practices to enhance our service quality.
  • Gather and communicate customer feedback to our product development team to help drive future enhancements.
Qualifications
  • Fluent in English; proficiency in Spanish is a significant plus.
  • Experience in customer or technical support; familiarity with SaaS environments preferred.
  • Skilled in using help desk software and remote support tools; experience with Zendesk or Intercom is highly beneficial.
  • Exceptional problem-solving skills and the ability to multitask effectively in a fast-paced environment.
  • Excellent communication skills, both written and verbal.
  • A positive, empathetic attitude combined with the ability to be coachable and collaborative.
  • Proactive and adept at taking initiative and adapting to evolving situations.
What We Offer
  • A competitive salary and benefits package, including bonus potential.
  • Comprehensive health insurance plans: Medical, dental, and vision, with shared costs.
  • An amazing company culture that values transparency and collaboration, and encourages having fun while we work.


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