- Empathetic, personable, reliable, curious and considerate Customer Support Specialist, who is competent in liaising with all levels of stakeholders to build good relationships.
- 9 yearsโ experience of remote SaaS support gained in a wide variety of organisations.
- Skilled in driving customer education, engagement and providing quality, timely responses or updates by chat (Skype, Slack, Teams), email, phone and screen-sharing with a calm and reassuring tone.
- Proficient in developing customer-facing knowledge articles and help documentation, collaborating with internal stakeholders and undertaking research in multiple channels to find the best practice or answer.
- Able to understand customer requirements, develop user stories and easily translate technical information into laymanโs terms.
- Experienced in beta testing, writing manual test plans and documenting bugs.
- Passionate about delivering a world-class customer experience.
- Enjoys managing a busy SLA-driven workload and the constant challenge that SaaS customer support offers.
- Committed to knowledge sharing and learning, with a particular interest in programming languages.
๐ Nationality | ๐ฌ๐ง United Kingdom |
๐ก Residency | ๐ฌ๐ง United Kingdom |
๐ Location | ๐ฌ๐ง United Kingdom |
Remote OK | rok.co/@melanies |
Skilled in | customer support saas |
Fluent in | english |
Preferred timezone | UTC, UTC+1, UTC+2 |
Preferred annual pay (min) | $55,000/year |
Last seen | 3 years ago |
Signed up | 3 years ago |
Badges |
๐ฉโ๐ป Remote worker ๐ Early adopter |
2020 - Now: Contract/Freelance Support Analyst @ Various