Customer Support Representative (PST Hours)
Chili Piper
The goal of the Customer Support Team is to be the voice of our customers and drive change. You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience.
You are:
- Excited by technology and staying on top of ever-changing industry trends
- Personable, kind, and you love helping customers
- Curious, motivated, and you love problem solving
- A team player. You are very comfortable asking for help and always ready to help others
You will:
- Learn how Chili Piper works and why our customers use it
- Shadow colleagues, learn best practices for what makes CP Customers successful
- Resolve customer questions in chat, email, and over zoom
- Continue to master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals
- Juggle customer conversations while maintaining five-star customer service standards
- Work closely with customers and our product team to help ship changes that reduce the number of product-related questions
- Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
- Be consistently hitting and exceeding your customer experience goals
- Browse through logs to find specific events
- Replicate behaviors or bugs
- Keep an eye on critical issues and alert the engineering team
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