Customer Support Specialist

4 weeks ago


miami, United States Playbypoint Full time

About the Role:

Playbypoint is a leading innovator in the racquet sports industry, providing cutting-edge enterprise software solutions that transform how clubs, players, and coaches operate and enhance their game. As we continue to expand our product offerings, we're seeking a dedicated Customer Support Representative to join our team. If you have a passion for technology, sports, and delivering exceptional customer service, this role offers an exciting opportunity to contribute significantly to a dynamic industry.

Key Responsibilities:

  • Engage with customers across various channels, including live chat, email, phone, and screen shares, to provide responsive and thorough support.
  • 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.

Requirements:

  • 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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