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Customer Experience Representative, Software Support

| Greater Boulder Area
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Headquartered in Boulder, CO, TextUs is the world's first real-time communication platform combining conversational text messaging, cloud-voice service and personalized automation to help businesses connect with customers in real time. We are a fast-growing company and are expanding our support team! Check out our blog post to learn more about our take on customer service

Role

The Customer Experience Representative (CER) is responsible for providing exceptional technical support and customer service for TextUs products and service offerings. The CER will support will play a vital role differentiating TextUs from the competition, creating opportunities for value-creation, account retention and expansion.

Primary Responsibilities

  • Engages in conversations with the client to ensure support for TextUs products and services

  • Juggles multiple conversations in our help desk support environment with a wide range of customers

  • Works directly with customers via chat, SMS, and phone

  • Provides remote support/screen shares with customers for advanced troubleshooting

  • Demonstrates product expertise, showing customers around our apps and answering basic usage questions

  • Communicates customer issues internally to prioritize and improve customer experience

  • Maintains accurate documentation

  • Owns account creation/update process

  • Provide recommendations/solutions to customer challenges

  • Maintain subject matter expertise of TextUs products and service offerings

  • Engage in opportunities to learn and grow and share technical expertise with the team

  • May be asked to perform add-on services as TextUs expands our Service offerings, such as:

    • Dedicated support teams

    • Voice support

    • Leading/moderating Best Practice Webinars

    • Reporting & analytics - Intercom customer data

  • Accountable for maintaining accurate documentation in Intercom to track customer touchpoints, capture relevant information and TextUs NPS scores

Qualifications

  • Bachelors Degree

  • Exceptional written and verbal communication skills

  • Demonstrates product expertise

  • Maintains competitive intelligence and effectively differentiates TextUs products/services

  • Team oriented

  • Proficiency in complex problem solving

  • Strong attention to detail, with a sense of urgency

  • Ability to prioritize issues and resolve them in order

  • Tech savvy - enjoy learning about new technology

  • Experience with a CRM or Support Desk software is a bonus

  • Enjoys working in a tight-knit, startup community, and enjoys the team mentality

  • Positive and energetic attitude with exceptional customer service skills

  • Accountable, asks for feedback and strives for continuous improvement

TextUs is an Equal Opportunity Employer.

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