Customer Support Representative

Job Description

We are hiring an experienced Customer Support Representative to support our growing software business. The position is remote and will be working EST hours.

Who We Are:

Founded in 2016, Sakari is an omni-channel communication platform used by businesses around the world to communicate with their customers. We're growing extremely fast and plan to add additional channels, integrations, and chatbots with AI. We serve thousands of businesses across more than 40 countries, with headquarters based in San Francisco.

You can learn more about us here: https://sakari.io

About the Role:

The Customer Support Representative is responsible for creating and fostering great relationships with our customers from the moment they interact with Sakari. You will resolve complex technical issues in a fast-paced environment while helping improve processes, standards, and strategies for the team. You will be a key representative of our company, helping shape and define users support experience with Sakari.

Working Shift:

This role is remote and works Monday – Friday, from 8 AM to 5 PM, working in the EST timezone.

What you’ll do:

• Provide customer support via email, phone and website chat.
• Collaborate with the product and engineering teams to resolve more advanced issues when necessary.
• Report and record customer issues.
• Document troubleshooting and problem resolution steps.
• Update the ticket tracking system to provide an accurate status of support issues.
• Create Knowledge Base articles to expand knowledge for handling support issues.

What you’ll bring:

• At least two years of customer-facing technical support experience (SaaS product preferred).
• High school diploma, GED, or equivalent.
• Experience identifying upsell and cross-sell opportunities is a plus.
• Ability to learn new software quickly.
• Proactive self-starter with exceptional time management skills.
• Excellent communication skills, fluent in English (written and spoken).
• Ability to translate technical ideas for non-technical audiences.
• Ability to troubleshoot basic and routine customer issues.
• Enthusiastic approach to problem-solving.
• Experience with ticketing systems such as Zendesk, JIRA, or a bug tracking system.

Nice-to-haves:

• Basic JavaScript / AWS skills.
• Experience with MongoDB and/or writing and running NoSQL queries.

Life at Sakari:

• Schedule. Monday – Friday, from 8AM to 5PM working EST timezone.
• Remote work. We are a fully remote team.
• Stock. We want all employees to have ownership in Sakari so you will will stock option grants.
• Casual work environment.
• Team trips. We book at least one all-expenses-paid team trip per year.
• Training. Unlimited Udemy training courses.
• Bonuses. Potential bonuses based on performance.
• Retirement. 401(k) with 6% company match with no vesting period.
• New Hire Hardware Allowance. $500 new hire hardware bonus.
• Health Insurance. Comprehensive health benefits (medical, dental, vision, FSA) at a Gold level of coverage, and Sakari pays for 99% of the policy premium for employees.
• Life Insurance. $50,000 of company -paid life insurance.
• Holidays. Nine paid holidays.
• Vacation Pay. 3 weeks of paid time off.
• Sick Leave. 6 days of paid sick leave.
• Mobile phone allowance. $50/month mobile phone allowance.