Customer Support Representative

About Us:

At SignWell, we are a leading e-signature provider and a company dedicated to top-tier, industry-leading customer service. Trusted by over 65,000 businesses worldwide, we are committed to making document signing effortless, fast, and secure for organizations of all sizes. Our intuitive platform simplifies the signing process and is backed by our unwavering commitment to ensuring a seamless customer experience at every step.

Position Overview:

We seek a Customer Support Representative to provide our growing customer base with high-quality customer support. This role is critical in ensuring our users have a great experience with our product, addressing their concerns efficiently and professionally. As a support representative, you will be the first point of contact for customers, resolving common issues and escalating more complex problems as necessary.

Key Responsibilities:

• Customer Assistance: Respond to customer inquiries through chat, email, and helpdesk tickets, providing timely and accurate information.

• Issue Resolution: Troubleshoot common account-related issues, following established guidelines.

• Ticket Escalation: Identify when issues require escalation to higher-tier support teams and ensure smooth handoff.

• Knowledge Base Maintenance: Help maintain and update customer self-help resources by creating draft suggestions for common questions and solutions.

• Customer Experience: Ensure a positive and professional interaction with customers, reflecting SignWell’s commitment to excellent service.

• Collaboration: Work with internal teams, including product and development, to help resolve customer issues and provide feedback on potential product improvements.

• Training & Learning: Continuously update your knowledge of SignWell’s platform to provide the best possible customer support.

• Scheduled Calls: Occasionally handle scheduled calls with customers, assisting with their questions over Zoom or similar platforms.

• Creating Content: Record short instructional screencast videos or help guides when needed.

• Additional Support Tasks: As needed, assist with testing the web application or new product features. 

Qualifications:

• Experience: 1+ years of experience in a customer support or service role. Experience in SaaS or tech companies is a plus but not required.

• Language Skills: Fluent in English and Spanish with strong written and verbal communication skills.

• Customer Service Skills: Friendly, patient, and passionate about customer service.

• Tech-Savvy: Comfortable using computers and software tools like CRM systems and video conferencing tools (Zoom, helpdesk software).

• Video Capabilities: Able to participate in video calls and comfortable using screen-sharing features during customer interactions.

• Problem-Solving: Ability to troubleshoot fundamental technical issues and provide clear instructions to customers.

• Adaptability: Willingness to take on additional tasks like testing web applications or conducting marketing research.

• Quick Learner: Ability to pick up new tools, features, and workflows quickly.

• Detail-oriented: Strong attention to detail in all tasks and communications.

Why SignWell?

• Impact: Be a key player in delivering exceptional customer service at a rapidly growing SaaS company.

• Learning: Opportunities to develop valuable technical and support skills that benefit your career.

• Culture: Work within a positive, supportive, and innovative remote team.

• Flexibility: Enjoy the flexibility of being fully remote!