Customer Support Specialist
At SESSIONS we are building a unified meeting platform. The iPhone of videoconferencing. Tens of millions of professionals rely on more than just videoconferencing. In Marketing, Tech, and HR, meetings involve scheduling, collaboration & interaction, transcribing and recording, whiteboarding, and custom processes to start with. No technology in the market covers this new complexity from end to end. The current tool stacks are fragmented, inefficient, and expensive.
With 4x more users and 20x more active users than in the past year, we are growing fast and are certain that people love SESSIONS.
Backed by industry-leading VCs, we are on the path of changing the way people interact and collaborate online.
To ensure our users receive top-notch support and assistance, we are seeking a Customer Support Specialist to join our team. If you are passionate about helping users and ensuring their satisfaction, we invite you to be a key player in enhancing our customer support efforts.
Position: Customer Support Specialist
Location: Bucharest, Romania
- Provide prompt and friendly customer support to address user inquiries, issues, and concerns through various channels, including email and chat.
- Guide users through troubleshooting steps and resolution processes to ensure a positive experience.
- Develop and maintain a deep understanding of our platform and its features.
- Stay informed about updates, new releases, and changes to effectively assist users.
- Investigate and troubleshoot technical issues reported by users, escalating complex issues to the appropriate teams when necessary.
- Document and track support interactions and resolutions for future reference.
- Educate users on platform functionalities, best practices, and self-help resources to empower them to make the most of our services.
- Create and update knowledge base articles to address common user queries.
- Act as a liaison between users and the product development team by collecting and conveying user feedback.
- Collaborate with cross-functional teams to continuously improve the user experience based on customer input.
- Demonstrate excellent communication skills, ensuring clear and empathetic interactions with users.
- Manage and set realistic expectations with users regarding issue resolution timelines.
- Previous experience in customer support, preferably in SaaS environment.
- Strong interpersonal skills and the ability to handle challenging situations with patience and professionalism.
- Familiarity with helpdesk software and customer relationship management (CRM) tools.