Note: The job is a remote job and is open to candidates in USA. DaySmart is hiring an Associate Customer Support Representative for its DaySmart Beauty Support team. The role provides phone, chat, and email support, troubleshoots software and related issues, trains customers, and helps with customer data conversions.

Responsibilities

• Provide superior customer service to DaySmart customers via phone, chat, and email
• Field trouble-shooting questions with an emphasis on inbound/outbound phone channels, chat, and email regarding networking, hardware, additional software services, reporting discrepancies, etc. for a wide range of customer skill levels
• Field general use questions about our software and additional services
• Train customers on how to utilize our software, features, and additional services such as email marketing, text reminders, phone applications, and online booking websites
• Assist in exporting existing customer data for our database conversion team and assist in importing the converted data into the customer’s software
• Participate in daily departmental meetings communicating recent customer’s issues and concerns
• Communicate possible software bugs and customer-specific database issues to senior teammates and management
• Special projects assigned as needed (For example: mobile app testing, beta version testing, customer follow-up in response to reviews, database conversion, etc.)
• Ability to be on call on holidays and weekends

Skills

• Proficient in using Windows and Microsoft Office Suite
• Prior technical support experience
• 1 year of experience in a customer-facing role providing support via phone, chat, and/or email
• Excellent written and verbal communication skills
• Attention to detail
• Strong problem-solving skills
• Ability to adapt quickly
• Ideally in the SaaS space
• Tinkering mindset
• Ability to work on Saturday
• Former Geek Squad or similar experience
• Eagerness to learn and grow
• Passion for helping others
• Passion for technology

Benefits

• Medical, dental, vision, HSA, and FSA benefits.
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Flexible work arrangements: in-office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.

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