Customer Support Representative - SignWell

About Us:

At SignWell, we are a leading e-signature provider dedicated to top-tier, industry-leading customer service. Trusted by over 80,000 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 high-quality support to our growing customer base. This role is critical to ensuring our users have a great experience with our product by addressing their questions and concerns efficiently and professionally.

This is a full-time role with a Wednesday-through-Sunday workweek, providing dedicated customer coverage on weekdays and weekends.

As a Customer Support Representative, you will be the first point of contact for customers, helping resolve common issues, answering product questions, and escalating more complex problems when necessary.

Key Responsibilities:

• Customer Assistance: Respond to customer inquiries via chat, email, and helpdesk tickets, providing timely, 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 teams, to 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 customer calls, assisting with their questions via Zoom or similar platforms.

• Creating Content: Record short instructional screencasts or help guides as 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!