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Customer Service Representative

Atlanta, GA
$18.00 - $23.00 per hour
Full Time
30315
10289308
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Job Summary

The Customer Service Associate will provide front-line support to users of our software platform. This role is key to resolving customer inquiries, troubleshooting technical issues, and ensuring a positive customer experience. The associate will also utilize help desk ticketing software to manage, document, and track support cases.

Responsibilities / Duties

  • Respond to customer inquiries via phone, chat, and email.
  • Troubleshoot technical issues and escalate complex cases to higher-level support or engineering teams.
  • Log, manage, and close support requests using help desk ticketing software (e.g., Freshdesk, Zendesk, Jira Service Management, or ServiceNow).
  • Document customer interactions, resolutions, and follow-ups in the support system to ensure accurate records and knowledge base updates.
  • Collaborate with product and engineering teams on issue resolution and provide feedback for product improvements.
  • Assist with account setup, password resets, and system access issues.
  • Participate in training sessions to stay up to date on new product features, technical workflows, and customer service best practices.

Qualifications / Requirements

Education: High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
Experience:
  • 1+ years in a customer service, help desk, or technical support role.
  • Familiarity with help desk ticketing systems and CRM tools.
Technical Skills:
  • Proficiency with software applications, web browsers, and troubleshooting basic system errors.
  • Knowledge of help desk ticketing software (e.g., Freshdesk, Zendesk, Jira Service Management, ServiceNow).
  • Ability to learn and support SaaS applications, cloud-based systems, and standard office tools (MS Office, Google Workspace).
Soft Skills:
  • Strong written and verbal communication skills.
  • Empathy, patience, and active listening in high-pressure situations.
  • Problem-solving and critical thinking abilities.

Preferred Qualifications

  • Experience in SaaS or technology support environment.
  • Prior exposure to API-driven applications or integrations.
  • Ability to create and maintain customer-facing documentation (FAQs, knowledge base articles).

Core Competencies

  • Customer focus and service orientation.
  • Patience and adaptability in fast-paced environments.
  • Collaboration and teamwork across cross-functional groups.
  • Detail-oriented with strong organizational skills.

Work Environment

Office or hybrid setting with standard working hours.
May require occasional evening/weekend support based on client needs.
Work involves continuous interaction with help desk software, CRM platforms, and communication tools (e.g., Slack, Teams).

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