[Hiring] Customer Support Representative @GenLogs

Role Description

The primary focus of the Customer Support Representative role is to provide world-class operational support to GenLogs’ day-to-day users. As a CSR, you will have a direct impact on the customer experience and are vital to customer onboarding, activation, and retention. You will serve as the initial point of contact for all users, primarily via email and secondarily via Google Meet as necessary.

What You’ll Do

• Develop a deep understanding and expertise of our platform and customer base
• Respond to user questions and issues with urgency, clarity, and empathy via email/chat and occasionally Google Meet
• Troubleshoot and resolve customer issues by guiding them through workflows and identifying user errors vs. product bugs
• Build out and maintain customer- and internal-facing knowledge base
• Document and take detailed notes in our support ticketing system
• Follow up daily on tickets to ensure the customer is taken care of as quickly as possible
• Provide basic technical support, escalating more complex problems to our Engineering team as needed
• Collaborate with Sales, Customer Success, and Product to translate user feedback into scalable solutions
• Assist Customer Success Managers in day-to-day support of users, including user onboarding, training, and ongoing office hours to user success

Qualifications

• Experience in customer support, project coordination
• Excellent written communication and documentation skills
• High ownership and follow-through in driving issues to resolution
• Attention to detail and accuracy
• Empathy, patience, and a positive attitude
• B2B SaaS experience preferred but not required
• Transportation or Insurance experience preferred but not required

Benefits

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans
• Time Off: Unlimited PTO, Sick leave, Company holidays (GenLogs observes all federal US Government holidays), Flexible leave for caregiving and medical needs
• Family Support: Paid parental leave
• Professional Development: Budget availability for approved professional development courses, certifications, and training
• Travel Support: 100% travel reimbursement for all approved company travel and spending
• Retirement Savings: 401(k) plan