[Hiring] Customer Support Representative @EverCommerce

Role Description

The Support Specialist at Briostack is responsible for providing exceptional customer service and technical assistance to companies using Briostack software. This role focuses on troubleshooting software issues, answering product-related questions, guiding customers through system functionality, and ensuring subscribers receive timely and effective solutions.

Support Specialists serve as a primary point of contact and work closely with Customer Success, Development, and other internal teams to resolve issues and improve the overall customer experience.

Responsibilities

• Customer Support: Respond to subscriber inquiries through email, chat, and phone while maintaining a professional, friendly, and helpful approach.
• Technical Troubleshooting: Investigate and resolve software issues involving scheduling, billing, payment processing, reporting, customer accounts, technician applications, notifications, and other features.
• Ticket Management: Create, document, prioritize, and manage support tickets using Zoho Desk and Jira, ensuring accurate information and timely follow-up.
• Bug Reporting & Escalation: Identify potential software bugs, reproduce reported issues, gather screenshots and supporting evidence, and escalate cases when necessary.
• Product Education: Provide step-by-step instructions to help customers understand Briostack features, settings, and best practices.
• Issue Investigation: Review customer accounts, system configurations, transaction details, and reported behavior to determine the root cause of problems.
• Internal Collaboration: Communicate with Development, Product, Onboarding, and Customer Success teams to investigate complex issues and coordinate resolutions.
• Documentation: Maintain detailed ticket notes, document troubleshooting steps, and contribute to internal knowledge-base articles and support resources.
• Customer Communication: Keep customers informed of ticket progress, technical findings, available workarounds, and confirmed resolutions.
• Product Feedback: Identify recurring customer concerns, usability challenges, and feature requests to share with the appropriate internal teams.

Qualifications

• Strong customer service and communication skills
• Excellent problem-solving, analytical, and troubleshooting abilities
• Ability to explain technical processes in simple, easy-to-understand language
• Strong attention to detail and organizational skills
• Experience working with support ticketing systems such as Zoho Desk or Jira is preferred
• Ability to manage multiple support requests and prioritize urgent issues
• Comfortable navigating web-based software and learning new technical systems
• Ability to collaborate effectively with internal teams
• Patience, professionalism, and a customer-focused mindset

Requirements

• Remote within the US
• Must be eligible to work without sponsorship
• This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Day 1 access to robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

Compensation

The target base compensation for this position is $18 to $22 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

Company Description

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention.

EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence.