🚀Why YOU Should Apply

Are you looking for an exciting opportunity to be the part of a small but fast-growing software startup? We're expanding rapidly and have big plans to accelerate our growth even more. You'll have the chance to make real changes and see the impact of your work immediately. You'll learn what it takes to build a software product that truly makes a difference for the small businesses we serve, and that people love to use every day.

See what customers are saying: arworkflow.com

Your Key Responsibilities as a Customer Support Specialist

📞 Proactively Call New Sign-Ups & Non-Active Users for Training – Reach out to new users and inactive customers daily to offer training and help them get started. Make a minimum of 30 calls per day to ensure users are set up for success.

🔄 Assist Trial Users & Guide Them Through Signup – Respond to trial users' questions, help them understand the platform, and provide clear solutions to their concerns, making their transition to a paid plan as smooth as possible.

💬 Provide Fast & Effective Chat & Email Support – Respond promptly with clear, solution-driven communication to customer inquiries via chat and email. Address concerns swiftly, troubleshoot issues efficiently, and provide impactful solutions to ensure a seamless and positive experience with AR Workflow.

🛠 Log & Document Issues in Jira for Engineering – Create Jira bug tickets when users report platform issues or when internal testing reveals bugs. Ensure each issue is fully documented with steps to reproduce, screenshots, and expected vs. actual behavior. Follow up with engineers to track bug resolution and update customers accordingly.

📈 Support Users in Adopting Platform Features – Assist customers in navigating AR Workflow, answer feature-related questions, and provide step-by-step guidance to help them get the most out of the platform.

📝 Update & Create Knowledge Base Documentation Weekly – Maintain and expand the customer support knowledge base by documenting common issues, FAQs, and best practices to improve self-service support and internal training materials. Create or update at least 5 new articles each week to keep the knowledge base comprehensive, up-to-date, and user-friendly.

What You’ll Do as a Customer Support Specialist

📞 Proactively Call New Sign-Ups & Non-Active Users for Training

Make a minimum of 30 outbound calls per day to schedule training sessions with new and inactive users.
Guide users through onboarding, helping them understand key features and best practices.
Identify and address common barriers preventing users from fully utilizing AR Workflow.

🔄 Convert Trial Users into Paying Customers

Reach out to trial users to answer questions, resolve concerns, and ensure they experience the platform’s full value.
Provide hands-on guidance to move trial users toward activation and conversion.
Develop personalized follow-up strategies to maximize sign-ups and engagement.

💬 Provide Fast & Effective Chat & Email Support

Provide prompt, clear, and solution-focused responses to customer inquiries via chat, email, and phone.
Troubleshoot technical issues and document them on a Jira Ticket
Proactively monitor customer engagement and reach out to at-risk users to reduce churn.
Ensure timely, solution-driven support to enhance the user experience.
Escalate critical platform issues to the development team for swift resolution.
Uphold a high standard of service to maximize customer satisfaction.

📈 Support Users in Adopting Platform Features

Provide training and step-by-step guidance to help users navigate AR Workflow.
Identify opportunities to expand platform usage and ensure customers are maximizing its capabilities.
Develop strategies to increase daily active users and long-term retention.

📝 Update & Maintain Knowledge Base Documentation Weekly

Regularly create and update knowledge base articles to improve customer self-service.
Document common issues, FAQs, and best practices for internal and external reference.
Work with the team to ensure all support materials remain accurate and up to date.
Publish or update at least five articles each week to keep the knowledge base comprehensive, relevant, and user-friendly.

📢 Encourage Customer Feedback & Advocate for Users

Listen to customer feedback and document recurring pain points.
Work with engaged users to collect testimonials and success stories.
Share insights with the team to continuously improve product adoption and user experience.

🛠 Log and Document Issues in Jira for Engineering

Create Jira bug tickets when users report platform issues or when internal testing reveals bugs.
Ensure each issue is fully documented with steps to reproduce, screenshots, and expected vs. actual behavior.
Follow up with engineers to track bug resolution and update customers accordingly.

Example Daily Schedule – Hours May Extend Based on Workload ( Central Time Zone)

⏰ 8:00 AM – 8:30 AM | Morning Prep & Prioritization

Review CRM, email, and chat support tools for urgent messages.
Prioritize tasks based on trial user engagement, customer needs, and pending follow-ups.

💬 8:30 AM – 10:30 AM | Chat & Email Support

Respond to incoming inquiries and troubleshoot platform issues.
Log recurring problems for product and process improvements.

📞 10:30 AM – 11:00 AM | Outbound Calls to New & Inactive Users

Call at least 5 new sign-ups to schedule onboarding sessions.
Call at least 5 non-active users to offer assistance and schedule training session.

📩 11:30 AM – 12:00 PM | Follow-Ups & Conversion Outreach

Email trial users with personalized recommendations and next steps.
Follow up with failed subscription users to resolve payment issues.

🥗 12:00 PM – 1:00 PM | Lunch Break

💬 1:00 PM – 2:30 PM | Chat & Ticket Management

Continue handling customer inquiries and resolving support tickets.
Escalate complex issues when necessary.

📞 2:30 PM – 3:30 PM | Customer Engagement Calls

Call 20 non-active users to encourage engagement and schedule training session
Gather insights from customer feedback and document key trends.

🛠 3:30 PM – 4:00 PM | Bug Testing & Jira Ticket Creation

Test AR Workflow’s platform daily to identify usability issues.
Create Jira bug tickets for reported and discovered issues with full documentation.
Ensure proper communication with the engineering team for resolution tracking.

📝 4:00 PM – 4:30 PM | Knowledge Base Updates & Process Improvement

Update FAQs, troubleshooting guides, and best practice documentation.
Review and refine internal support processes based on customer interactions.

🔚 4:30 PM – 5:00 PM | End-of-Day Wrap-Up

Address any outstanding support inquiries.
Prioritize unresolved tickets for the next day.
Log key takeaways and plan for upcoming calls and follow-ups.

What We’re Looking For

✅ Experience: 3+ years in customer support, SaaS onboarding, or technical support.
✅ Communication: Strong verbal and written skills with a customer-first approach.
✅ Tech-Savvy: Ability to troubleshoot software issues and provide clear guidance.
✅ Proactive Mindset: Comfortable making outbound calls and re-engaging inactive users.
✅ Detail-Oriented: Capable of documenting processes and tracking recurring issues.
✅ Problem-Solving Skills: Able to research solutions and provide practical alternatives.
✅ Experience with Jira: Ability to create well-documented bug reports for engineering teams.

This role is ideal for someone who enjoys hands-on customer interaction, problem-solving, and ensuring businesses succeed with AR Workflow! 🚀

Customer Support Specialist