Digital Tech Support - Customer Service Representative

About the Company

We're not just a software company - we're referral program specialists. We make it easy for businesses to build viral, lead-generating programs that turn customers into brand advocates and fuel explosive growth.

 

We provide user-friendly software to simplify referral program creation and management.

We act as technical marketing consultants, offering expertise to design high-impact programs.

Scope of the Role 

This role involves providing technical support and customer service to users of a software or service. The ideal candidate should have a strong background in web development technologies, particularly JavaScript, CSS, and APIs, coupled with excellent customer service skills. The ability to troubleshoot technical issues, communicate effectively, and prioritize customer satisfaction is crucial for success in this position.

Salary Range: $1,500 - $2,000 USD Monthly  - 100% remote

Duties and responsibilities:

Customer Onboarding and Account Management:

Facilitate the onboarding process for new customers, guiding them through the setup and configuration of the software or service.

Maintain customer accounts, ensuring accurate data entry and proper account settings.

Assist customers in getting their services up and running smoothly.

Customer Support and Troubleshooting:

Provide technical support to customers, addressing inquiries, and resolving issues related to the software or service.

Identify and troubleshoot technical problems, including bugs, errors, and compatibility issues.

Leverage your knowledge of JavaScript, CSS, and APIs to diagnose and resolve technical challenges.

Customer Communication and Follow-up:

Respond promptly to customer inquiries and requests via various communication channels (e.g., email, chat, phone).

Follow up with customers to ensure their issues are resolved and their needs are met.

Maintain clear and professional communication, ensuring customer satisfaction.

Documentation and Knowledge Base Management:

Contribute to the creation and maintenance of technical documentation, knowledge base articles, and FAQs.

Identify opportunities for improving existing documentation and support resources.

Customer-Focused Mindset:

Prioritize customer satisfaction and provide a positive user experience.

Actively listen to customer feedback and concerns, escalating issues when necessary.

Continuously seek to improve processes and procedures to enhance customer support.

Requirements:

 

• 2+ years of experience in technical support, preferably with JavaScript, CSS, and API-related technologies.
• Strong understanding of web development technologies, including JavaScript, CSS, and APIs.
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues.
• Proficient written and verbal communication skills in English (70-90% proficiency).
• Ability to explain technical concepts clearly to non-technical customers.
• Strong customer service orientation and a desire to provide exceptional support.
• Familiarity with customer support tools, ticketing systems, and knowledge base platforms.
• Degree in Computer Science, Information Technology, or a related field (preferred but not required).