Customer Support Representative
ClickGUARD
Date: 4 weeks ago
City: Wilmington, NC
Contract type: Full time
Overview
We’re looking for a new customer support rep to support and onboard new customers to our platform.
Are you an eager, tech-savvy, communicative, thorough, and detail-oriented person who loves to work 1-on-1 with customers? Then this role is perfect for you.
As a Customer Support Representative with Tag Manager Experience, you will serve as the first point of contact for our customers, providing assistance with troubleshooting, answering product questions, and ensuring customer satisfaction. You will work closely with other departments, such as Product, Sales, and Engineering, to ensure seamless customer experiences and contribute to product improvement based on customer feedback.
Responsibilities
Customer Support: Respond to customer inquiries via chat, email, and phone regarding product usage, technical issues, and account management.
Troubleshooting: Diagnose and resolve technical issues, providing step-by-step guidance to customers.
Knowledge Sharing: Educate customers on our products features, best practices, and troubleshooting steps to help them maximize the platform’s benefits.
Issue Escalation: Collaborate with the engineering and product teams to escalate and resolve complex issues.
Product Information: Transfer all customer product information and product demo requests to the Sales department.
Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist both customers and team members.
Onboarding: Will take regular video calls with clients to help with the first setup and configure their account.
Setup: Will configure the client’s account platform, as well as support in configuring their Google Ads and Google Tag Manager as needed.
Training: Will host follow-up training sessions to further educate our customers on the platform.
The Perfect Fit Has
Previously launched an ads campaign on Google Ads.
Experience with Google Tag Manager.
Technical certifications or training in SaaS, cloud platforms, or related fields.
Knowledge of the PPC industry.
Key Skills & Qualifications
PPC Industry Experience: 6 to 12 months of experience in the PPC industry, ideally in a customer support function or other relevant roles.
Technical Knowledge: Familiarity with SaaS platforms, Zendesk and Jira.
Customer Service Skills: Strong communication skills, ability to convey technical information in an easy-to-understand manner.
Problem-Solving: Analytical mindset with the ability to troubleshoot and resolve issues efficiently.
Empathy: A customer-centric attitude with the ability to understand and address customer concerns.
Time Management: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Experience
Prior experience in customer support, ideally in a SaaS or technical environment, is preferred.
Experience using help desk software (e.g., Zendesk, Intercom).
Familiarity with CRM systems and ticketing systems.
Technical certifications or training in SaaS, cloud platforms, or related fields.
Knowledge of the PPC industry.
Working Conditions
Working hours are to cover the EST customers, 10:00 to 18:00 EST
We’re looking for a new customer support rep to support and onboard new customers to our platform.
Are you an eager, tech-savvy, communicative, thorough, and detail-oriented person who loves to work 1-on-1 with customers? Then this role is perfect for you.
As a Customer Support Representative with Tag Manager Experience, you will serve as the first point of contact for our customers, providing assistance with troubleshooting, answering product questions, and ensuring customer satisfaction. You will work closely with other departments, such as Product, Sales, and Engineering, to ensure seamless customer experiences and contribute to product improvement based on customer feedback.
Responsibilities
Customer Support: Respond to customer inquiries via chat, email, and phone regarding product usage, technical issues, and account management.
Troubleshooting: Diagnose and resolve technical issues, providing step-by-step guidance to customers.
Knowledge Sharing: Educate customers on our products features, best practices, and troubleshooting steps to help them maximize the platform’s benefits.
Issue Escalation: Collaborate with the engineering and product teams to escalate and resolve complex issues.
Product Information: Transfer all customer product information and product demo requests to the Sales department.
Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist both customers and team members.
Onboarding: Will take regular video calls with clients to help with the first setup and configure their account.
Setup: Will configure the client’s account platform, as well as support in configuring their Google Ads and Google Tag Manager as needed.
Training: Will host follow-up training sessions to further educate our customers on the platform.
The Perfect Fit Has
Previously launched an ads campaign on Google Ads.
Experience with Google Tag Manager.
Technical certifications or training in SaaS, cloud platforms, or related fields.
Knowledge of the PPC industry.
Key Skills & Qualifications
PPC Industry Experience: 6 to 12 months of experience in the PPC industry, ideally in a customer support function or other relevant roles.
Technical Knowledge: Familiarity with SaaS platforms, Zendesk and Jira.
Customer Service Skills: Strong communication skills, ability to convey technical information in an easy-to-understand manner.
Problem-Solving: Analytical mindset with the ability to troubleshoot and resolve issues efficiently.
Empathy: A customer-centric attitude with the ability to understand and address customer concerns.
Time Management: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Experience
Prior experience in customer support, ideally in a SaaS or technical environment, is preferred.
Experience using help desk software (e.g., Zendesk, Intercom).
Familiarity with CRM systems and ticketing systems.
Technical certifications or training in SaaS, cloud platforms, or related fields.
Knowledge of the PPC industry.
Working Conditions
Working hours are to cover the EST customers, 10:00 to 18:00 EST
How to apply
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