Customer Support Representative

What is a Customer Support Representative?

A Customer Support Representative is a key team member who ensures customer satisfaction by addressing inquiries, resolving issues, and providing guidance on products and services. In a tech startup, they are the voice of the company, delivering personalized and professional support across multiple communication channels.

Customer Support Representatives play a vital role in creating a seamless customer experience by leveraging software tools, collaborating with internal teams, and maintaining accurate records. Their ability to adapt to the fast-paced startup environment is essential to meeting the evolving needs of customers.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

‍

Customer Support Representative Job Description

We are seeking a proactive and customer-focused Customer Support Representative to join our tech startup and deliver exceptional service to our clients. In this role, you will handle inquiries, provide timely solutions, and collaborate with internal teams to ensure smooth operations.

Responsibilities include managing communications across phone, email, and chat, maintaining accurate records, and utilizing software tools to enhance customer interactions. If you excel in a dynamic environment and thrive on solving problems, this role offers an exciting opportunity to grow with us.

In this role, you will: 

• Refer product or service inquiries to the appropriate team members, ensuring expert solutions are provided for each request.
• Inform customers about pricing, shipping schedules, potential delays, and other relevant details in a clear and concise manner.
• Actively listen to customer inquiries, assess their needs, and provide accurate and timely solutions.
• Collaborate with team members to ensure smooth operations, assisting with administrative tasks as needed.
• Use various software applications (CRM, scheduling tools, spreadsheets, and field management software) to input, edit, and manage customer data efficiently.
• Communicate professionally and effectively with customers via phone, email, and chat, ensuring a positive experience across all touchpoints.
• Maintain accurate and up-to-date customer records to support seamless interactions and follow-ups.
• Handle multiple tasks and prioritize effectively to meet deadlines in a fast-paced, tech-driven environment.
• Build rapport with customers, addressing concerns with empathy and professionalism to foster loyalty and trust.

Essential Skills & Qualifications:

• Proven experience in customer service, preferably in a tech-focused or startup environment.
• Proficiency in Microsoft Tools and Google Suite, with familiarity in CRM systems and other relevant software applications.
• Strong oral and written communication skills in English, with a focus on delivering clear and professional responses.
• Detail-oriented, ensuring accuracy in customer records, communication, and task execution.
• Ability to multitask and switch between tasks efficiently, adjusting to the quick pace of a growing tech company.
• Team-oriented, with the ability to collaborate effectively and contribute to the team’s success.
• Strong data entry skills and comfort with using various software tools to manage customer interactions.
• Exceptional organizational skills to handle multiple tasks and competing priorities in a dynamic environment.
• Customer relationship skills, with the ability to build rapport and address concerns effectively.

Preferred Qualifications:

• Familiarity with startup culture and the flexibility required to adapt to evolving processes.
• Experience with scheduling tools, field management software, or advanced CRM systems.
• A proactive mindset with a passion for solving problems and improving customer satisfaction.
• Prior experience managing customer support via multiple communication channels.

‍