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Client Support Representative

2 months ago

Washington, Washington, D.C., United States MangoApps Full time

The Customer Support Specialist is essential in fostering customer satisfaction and loyalty. We are in search of a motivated and proactive individual to serve as the main contact for our small and medium business clientele, delivering expert guidance and efficiently addressing their inquiries. This position is vital for ensuring that new clients experience a smooth onboarding process and receive prompt assistance with their concerns.

The ideal candidate should possess a genuine enthusiasm for assisting others, exceptional communication skills, and the capability to troubleshoot and resolve issues effectively.

Key Responsibilities

  • Guide new clients through the registration process for MangoApps products, addressing inquiries about pricing and facilitating their initial experience with the software.
  • Respond to client questions regarding product usage and features, providing clear and precise information to resolve their concerns. Utilize various communication channels such as phone, chat, email, and video conferencing to assist clients.
  • Assist clients with registration and access challenges, troubleshooting and resolving issues related to account setup and login.
  • Handle client inquiries related to billing and payments, ensuring accurate and timely resolutions.
  • Create brief instructional videos to help clients understand product features and functionalities, making explanations more accessible and engaging.
  • Develop comprehensive help guides and self-service materials on different aspects of the product, ensuring clients have access to valuable resources.
  • Report software bugs and issues to the product team, ensuring thorough documentation and following up with clients post-resolution.
  • Conduct follow-ups with clients after resolving their issues to ensure satisfaction and gather feedback for ongoing improvement.
  • Collaborate cross-functionally with internal and external partners to address client issues, ensuring effective communication and teamwork.
  • Document support issues to maintain detailed records for future reference and analysis.

Qualifications

  • A Bachelor's degree in Business, Communication, Information Technology, or a related field is preferred.
  • At least 2 years of experience in customer service or support roles within a SaaS or technology environment.
  • Basic understanding of software applications and the ability to quickly learn new technologies.
  • Excellent verbal and written communication skills.
  • Proficient in English with outstanding written and verbal communication abilities.
  • Strong problem-solving and troubleshooting skills.
  • Familiarity with customer support software and tools.
  • Ability to create engaging support content, including videos and written guides.
  • Ability to work effectively with a diverse range of clients and team members, demonstrating patience and empathy.

Must-have Cultural Attributes

  • Entrepreneurial: You thrive in a creative and agile environment, excited by the opportunity to make a significant impact.
  • All-In: Fully dedicated to excellence and team success.
  • Passionate: You should be enthusiastic about online collaboration and committed to ensuring our clients' success; we value ambition and drive.
  • Go-getter: You flourish in a startup environment and adopt a "whatever it takes" mindset to achieve goals.

Why Work with Us?

  • You are ready for your next challenge.
  • You seek an agile environment where your contributions are valued.
  • You are passionate about technology and believe in the transformative potential of digital workplaces.

What is it Like to Work at MangoApps?

  • Individual initiatives, accountability, and driving results are key to success.
  • Work, performance, and outcomes are genuine sources of satisfaction.
  • Teamwork is celebrated.
  • Your career at MangoApps is defined by your own ambitions and efforts.