Customer Support Representative

About the Role

The Customer Support Representative handles both customer and job seeker requests, questions, and support. In addition, other support duties may be required to include client onboarding activities, Listings or job seeker support, testing and validation and documentation.

Responsibilities:

• Manage the customer relationship after customers completes the implementation process with the Customer Success Manager
• Handle activities associated with implementation of customers as requested by Customer Success team to ensure customers are onboarded in a timely manner.
• Addressing customers questions, troubleshooting problems, providing workarounds, guiding the customer on platform usage, best practices
• Support job seekers and applicants on using the Harri marketplace platform
• Prior to each major feature release, diving into the details of the features, validating customers' use cases and contributing to the CS team's knowledge base.
• Using Zendesk to manage support tickets and ensure customer satisfaction
• Stays up to date on product knowledge. Ability to present and train on the entire product, understand customers real requests, guide them on the platform and provide workarounds when needed while keeping the customer fully engaged
• Proactively reaches out to customers to provide support and ensure renewals and retention of customers
• Responds in a timely and accurate manner to customer service calls, ensuring that service questions and concerns are treated in a respectful and professional manner
• Communicates and explains the value of the platform and ensures customer user adoption
• Partners with the sales and CS departments on renewals, references, and other operational areas
• This job is from Friday through Tuesday, 12 AM - 8 AM Ramallah time. 

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Essential Skills/Qualities:

• Exceptional communication skills, both written and verbal
• High energy, passion and tenacity.
• Exceptional organizational skills and planning skills with the ability to juggle multiple activities with multiple people.
• Strong Customer Service skills
• Comfortable working in a fast-paced dynamic environment

Work Experience:

• Minimum of 2 years experience in customer support roles
• Experience using Zendesk and JIRA preferred

Interested and qualified candidates can apply online through Apply Now button below