Valsoft Corporation
Overview
Hyper-Reach, a leading provider of emergency and mass notification technology, is seeking aCustomer Support Representativeto join our team. The ideal candidate will have strong written and spoken communication skills in English and be able to provide high-quality support to clients using our platform.
You willbe responsible forassistingcustomers with technical and operational inquiries, managing support tickets through Jira Service Desk, and providing backup support for training and customer retention activities. This role requires a combination of technical aptitude, problem-solving skills, and a customer-first mindset.
Key Responsibilities
Learn andmaintaina deep understanding of theHyper-Reach notification system, including its features, functions, and configurations.
Respond promptly and professionally to client questions via email, phone, or ticketing system.
Handledifficult or escalated customer situationswith empathy, professionalism, and sound judgment.
Manage, track, and resolve client issues inJira Service Desk, ensuringaccuratedocumentation of all interactions.
Collaborate with internal teams (Engineering, Product, andCustomer Supportteam) to ensuretimelyresolution of client issues.
Learn and follow allcompany policies, procedures, and security protocolsrelated to customer support and data handling.
Serve as a backup resource for trainingactivities:assistingin onboarding new clients and delivering system usage guidance whenrequired.
Serve as a backup resource for customer retention activities:proactivelyreaching out to clients to discover andassistwith any open issues.
Identifyrecurring issues and provide feedback to improve documentation, training materials, or product functionality.
Qualifications
Fluentwritten and spokenEnglishcommunication skills arerequired.
Prior experience usingJira Service Desk(or similar ticketing system) preferred.
1–3 years of experience intechnical support,customer service, orsoftware helpdeskroles.
Strong analytical and troubleshooting skills with a proactive, customer-oriented approach.
Ability to manage multiple tasks andmaintainprofessionalism under pressure.
High attention to detail and ability to follow procedures accurately.
Knowledge of SaaS, emergency management, or communication systems is a plus.
Work Environment
This position is 100% remote.
Collaboration with global teams and customers in various time zones.Primary working hours are in the Eastern United States time zone.
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You willbe responsible forassistingcustomers with technical and operational inquiries, managing support tickets through Jira Service Desk, and providing backup support for training and customer retention activities. This role requires a combination of technical aptitude, problem-solving skills, and a customer-first mindset.
Key Responsibilities
Learn andmaintaina deep understanding of theHyper-Reach notification system, including its features, functions, and configurations.
Respond promptly and professionally to client questions via email, phone, or ticketing system.
Handledifficult or escalated customer situationswith empathy, professionalism, and sound judgment.
Manage, track, and resolve client issues inJira Service Desk, ensuringaccuratedocumentation of all interactions.
Collaborate with internal teams (Engineering, Product, andCustomer Supportteam) to ensuretimelyresolution of client issues.
Learn and follow allcompany policies, procedures, and security protocolsrelated to customer support and data handling.
Serve as a backup resource for trainingactivities:assistingin onboarding new clients and delivering system usage guidance whenrequired.
Serve as a backup resource for customer retention activities:proactivelyreaching out to clients to discover andassistwith any open issues.
Identifyrecurring issues and provide feedback to improve documentation, training materials, or product functionality.
Qualifications
Fluentwritten and spokenEnglishcommunication skills arerequired.
Prior experience usingJira Service Desk(or similar ticketing system) preferred.
1–3 years of experience intechnical support,customer service, orsoftware helpdeskroles.
Strong analytical and troubleshooting skills with a proactive, customer-oriented approach.
Ability to manage multiple tasks andmaintainprofessionalism under pressure.
High attention to detail and ability to follow procedures accurately.
Knowledge of SaaS, emergency management, or communication systems is a plus.
Work Environment
This position is 100% remote.
Collaboration with global teams and customers in various time zones.Primary working hours are in the Eastern United States time zone.
#J-18808-Ljbffr