Customer Experience Representative, Software Support
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.