Beamer is a product designed to help businesses communicate more effectively with their customers and stakeholders. Loved by thousands of customers, we are expanding our suite with new products, growth strategies to cover the gamut for SaaS Product leaders and are looking for first technical Customer Support professional

Responsibilities:

• Own technical customer issues including reporting and resolving inquiries about the beamer platform
• Communicate directly to assist customers via telephone and email to answer inquiries while focusing on delivering excellent customer service
• Walk customers through screen sharing and technical demos to enhance learning
• Research, explore, and document technical issues and produce enhancement opportunities, communicating trends to internal stakeholders
• Partner with CSM’s to manage customer questions and escalate to management for more complex inquiries as needed
• Resolve support tickets within the limits of contractual service level agreements (SLA)
• Provide amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer enquiries

Requirements:

• Minimum of 3-5 years experience in Technical support
• Fluent English; both written and oral
• Demonstrated ability to solve technical problems
• Desire to teach new customers about the platform
• Ability to answer product and technical questions
• Comfort working independently, given time zone differences
• Experience with APIs, email infrastructure, DNS,HTML,CSS, and/ or javascript
• Nice to have experience with JIRA or zendesk
• Nice to have previous experience in a B2B technical support role at a SaaS company