Support Representative II

The Support Representative II plays a pivotal role in delivering exceptional customer service across the full customer lifecycle from onboarding to retention within a fast-paced SaaS environment. This role requires hands-on technical support experience and a deep understanding of startup dynamics, ensuring that each customer interaction is handled with empathy, precision, and professionalism. The Support Representative II is responsible for resolving technical and billing inquiries, maintaining accurate documentation, and contributing to process improvements that enhance the overall customer experience.
This position demands a proactive approach to troubleshooting, strong communication skills, and the ability to manage multiple tasks while staying organized. The Support Representative II also serves as a key liaison between customers and internal teams, sharing insights, feature requests, and product feedback to drive continuous improvement. Success in this role is measured by responsiveness, resolution quality, and the ability to foster customer trust and satisfaction.

DUTIES AND RESPONSIBILITIES:

• Respond to customer queries via phone, email, and chat with accuracy and timeliness
• Identify customer needs and provide clear, actionable solutions using internal tools and documentation
• Handle both technical and billing-related inquiries with professionalism and attention to detail
• Perform system troubleshooting using all available resources and escalate issues only when necessary
• Partner with customers to resolve account updates (e.g., email, phone, profile changes)
• Communicate with empathy and understanding, ensuring customers feel heard and supported
• Provide concise updates to customers, internal teams, and management regarding issue status and resolution
• Demonstrate patience and problem-solving skills when handling complex or sensitive cases
• Share customer feedback, feature requests, and workarounds with relevant teams to inform product and process improvements
• Follow established support policies and procedures consistently, even in challenging scenarios
• Analyze and report product issues in alignment with internal documentation and escalation protocols
• Contribute to a culture of collaboration, accountability, and customer-first thinking
• Maintain organized workflows and manage multiple tasks with attention to detail

• Minimum of 3 years’ experience in Software/SaaS support, covering onboarding, service, and retention
• At least 3 years of hands-on remote technology support (e.g., networking, telecom, Internet/SaaS product support)
• Proven ability to thrive in startup environments, with adaptability to frequent changes and product iterations
• Strong verbal and written communication skills, with a customer-centric approach
• Experience handling technical troubleshooting and billing inquiries in a professional setting
• Ability to manage multiple priorities while maintaining high attention to detail
• Demonstrated commitment to customer advocacy and continuous improvement