Responsibilities

• Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience.
• Cultivate a deep knowledge of Conversica’s software and help customers understand and navigate its features.
• Diagnose software issues and coordinate with Product and Engineering teams following internal processes.
• Use a variety of complex systems to prioritize tickets and maintain accurate records on the company’s databases.
• Triage and escalate bug and problem tickets to product and engineering and serve as a liaison to proactively communicate status updates to customers and internal stakeholders.
• Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements.
• Recognize ticket trends, proactively communicate them to the team, and propose solutions.
• Document support ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
• Write and contribute content to Conversica’s knowledge base, including troubleshooting guides, FAQs, and knowledge articles.
• Apply account optimizations and customizations submitted internally by the Customer Success team.

Requirements

• 1+ years SaaS experience in a technical support or IT/Help Desk role required.
• Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues.
• Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations.
• Strong understanding of logic functions and ability to create formulas. Experience using ticketing systems such as Zendesk, JIRA, or Service Cloud.
• Able to thrive in a dynamic, fast-paced environment with a bias toward action.
• Excellent written and verbal communicator who is passionate about providing a next-level service experience.
• Passionate about technology and able to learn systems quickly.
• Proven problem-solving, critical thinking, and time-management skills.
• Self-motivated and able to work independently and in working groups.
• Willing to work weekends and holidays as necessary. 
• High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.