Note: The job is a remote job and is open to candidates in USA. DaySmart is a provider of business management software specializing in scheduling and workflow solutions. The Associate Customer Support Representative will deliver exceptional support to customers via phone, chat, and email, ensuring they can effectively utilize DaySmart Beauty's software.
Responsibilities
- Provide superior customer service to DaySmart customers via phone, chat, and email
- Field trouble-shooting questions with an emphasis on inbound/outbound phone channels, chat, and email regarding networking, hardware, additional software services, reporting discrepancies, etc. for a wide range of customer skill levels
- Field general use questions about our software and additional services
- Train customers on how to utilize our software, features, and additional services such as email marketing, text reminders, phone applications, and online booking websites
- Assist in exporting existing customer data for our database conversion team and assist in importing the converted data into the customer’s software
- Participate in daily departmental meetings communicating recent customer’s issues and concerns
- Communicate possible software bugs and customer-specific database issues to senior teammates and management
- Special projects assigned as needed (For example: mobile app testing, beta version testing, customer follow-up in response to reviews, database conversion, etc.)
- Ability to be on call on holidays and weekends
Skills
- Proficient in using Windows and Microsoft Office Suite
- Prior technical support experience (ideally in the SaaS space)
- 1 year of experience in a customer-facing role providing support via phone, chat, and/or email
- Must be available to provide weekend and holiday support on a rotating on-call schedule
- Positive attitude
- Excellent written and verbal communication skills
- Attention to detail
- Strong problem-solving skills
- Ability to adapt quickly
- Tinkering mindset
- Ability to work on Saturday
- Former Geek Squad or similar experience
- Eagerness to learn and grow
- Passion for helping others
- Passion for technology
Benefits
- Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
- 401k plan with company match on your contributions.
- Open PTO and a generous paid holiday schedule.
- Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
- Opportunities to ensure you are always learning and growing.
Company Overview
We help businesses power their growth with software designed for their specific industry. It was founded in 1999, and is headquartered in Ann Arbor, Michigan, USA, with a workforce of 201-500 employees. Its website is http://www.daysmart.com/.
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