Customer Support Agent (ZR_19929_JOB)
BruntWorkAbout the role
This is a remote position.
Role Name: Customer Support Agent
Schedule:
- Full-time, remote position
Client Timezone: North American time zones
Client Overview
Be part of a forward-thinking company that’s transforming the dental industry through innovative technology solutions. Our client combines a state-of-the-art SaaS platform with a comprehensive e-commerce marketplace, serving dental practices across North America. They’re looking for customer-centric individuals to join their team and help deliver exceptional support to a growing base of dental professionals. This is your chance to be at the intersection of healthcare, technology, and e-commerce, making a real impact on how dental practices operate and succeed.
Job Description
As a Customer Support Agent, you’ll be the backbone of our client’s customer service operations, ensuring dental professionals have a seamless experience with both the SaaS platform and e-commerce marketplace. This multifaceted role will challenge you to blend technical know-how with stellar customer service skills as you assist clients with product features, order management, and vendor coordination. You’ll be handling a diverse range of inquiries through both email and phone, requiring you to be a quick thinker and an effective communicator. If you thrive in a dynamic environment, enjoy problem-solving, and are passionate about delivering top-notch customer experiences in the digital health space, this position offers excellent opportunities for growth and development in a rapidly expanding field.
Responsibilities
- Provide responsive and solution-oriented support to customers via email (70%) and phone (30%), addressing inquiries about our SaaS platform features and e-commerce marketplace operations
- Manage and resolve complex customer issues related to order status, shipping information, and product functionality, ensuring high levels of customer satisfaction
- Act as a liaison between customers and vendors, facilitating smooth communication and resolving any discrepancies or concerns
- Utilize our CRM system to accurately document customer interactions, update account information, and track issue resolution progress
- Analyze customer feedback and common issues to contribute insights for product improvements and service enhancements
- Collaborate with internal teams to escalate and resolve complex technical issues or unique customer requests
- Participate in ongoing training sessions to stay updated on product features, industry trends, and best practices in customer support
- Maintain a high level of productivity while managing multiple tasks and prioritizing customer needs effectively
- Exceptional written and verbal communication skills, with the ability to explain technical concepts in a clear, customer-friendly manner
- Previous experience in customer service or support roles, preferably in a SaaS, e-commerce, or healthcare-related field
- Proficiency in using CRM systems, email management tools, and comfort with learning new software applications
- Strong problem-solving skills and the ability to think on your feet in a fast-paced, high-volume support environment
- Detail-oriented with excellent organizational skills and the ability to multitask effectively
- Patient and empathetic approach to customer interactions, with a genuine desire to help and improve customer experiences
- Basic understanding of e-commerce operations and SaaS platforms is a plus, but not required – we value your customer service skills and willingness to learn
- Comfortable working independently in a remote setting while maintaining strong communication with the team
- Available to work full-time during North American business hours
- Bachelor’s degree preferred but
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