Customer Support Representative
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About the role
What You'll Do:
Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels
Log details of all support sessions and customer challenges in the ticketing system
Monitor and manage your own case workload and backlog, prioritizing and triaging as needed
Work with peers to troubleshoot and resolve issues and share product knowledge
Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges
Efficiently answer customer questions while displaying excellent email and telephone etiquette
Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs
Submit Jira tickets for identified bugs or issues and monitor their status through to resolution
Facilitate conflict resolution and escalate issues appropriately
Recognize opportunities for improving product and customer experience based on the feedback you receive
What You'll Bring:
Minimum 2-3 years of experience using or supporting Back Office is a plus
2-3 years of experience in Customer Support preferred
Accounting knowledge is ideal
Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred
Knowledge of Remote Desktop is an asset
Chat support experience is a plus
Knowledge of Lone Wolf Foundation is a plus
Proficient with Microsoft Office Suite or related software
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